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The Unexpected Ways IoT Will Change the Customer Experience and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape.

Oracle CX in the News:

How Emerging Technologies Are Changing the Retail Shopping Experience by Bob Meixner, Retail Customer Experience, 11.5.18

Oracle's Bob Meixner provides insights into how emerging technologies such as AI, AR, and VR present new possibilities for engaging with customers both in stores and online.

Great Customer Experience Shouldn't Be Rocket Science by Molly Ambrogi-Yanson, Oracle CX Blog, 10.16.18

AirBorn, a leading manufacturer of spacecraft components, adopted a customer-centric strategy that will allow the company to scale for growth and differentiate from its competitors.

The Forrester WaveTM: B2B Marketing Automation Platforms, Q4 2018 Forrester, 10.15.18

Oracle is top-ranked in the Current Offering and Strategy categories with high scores in data management, lead nurturing, vision, go-to-market, product roadmap, innovation agenda, and support for global deployments criteria. 

The Forrester WaveTM: CRM Suites, Q4, 2018 by Forrester, 10.22.18

Oracle is a leader in this report, receiving the highest possible score in SFA, CPQ, marketing, automation, customer service, field service, and customer journey support criteria.

CMOs: Put Down the Journey Maps and Think Data First by Sasha Banks-Louie, Forbes, 11.6.18

Once the standard for web-based marketing campaigns, journey maps are being displaced by intelligent data platforms that do much more than prescribe responses. 

Industry News:

Not Dealing with Failure Demand Is Hurting Your Customer Experience by Adrian Swinscoe, Forbes, 11.8.18

The lack of effective responses to persistent issues is draining valuable resources and preventing brands from deploying those resources in solving more complex issues.

Why Catalogs Still Have a Hold on Holiday Marketing by Cara Salpini, Retail Dive, 11.2.18

Many retailers are foregoing email marketing in favor of holiday catalogs in an effort to capitalize on the season’s sentimentality.

Yes, Customer Experience Still Matters for Retail by David Clarke, Retail Touchpoints, 11.2.18

Amid rising consumer expectations and emerging technologies, retailers have a lot to consider. However, great customer experiences should not be pushed aside.

The IoT May Change Customer Experience, But Not in the Ways We'd Expect by Alan J. Porter, CMSWire, 11.2.18

As IoT continues to evolve, how the technology will be used within customer service is expected to continue evolving as well.

Professional Services Firms See Huge Potential in Machine Learning by MIT Technology Review's editorial staff, 11.2.18

B2B marketers in the professional services sector share strong convictions about how data analytics can help them understand and reach their customers.

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