Originally published on 10/22/2019. Author: Michael Basch Oracle, SVP CX Sales
“The customer is always right.” My dad, a successful entrepreneur and businessman, must have said those words ten thousand times. While we can debate the accuracy of that statement, how customers believe they are treated and feel about a brand, is one of the strongest indicators of a company’s success. Delivering a positive customer experience requires acquiring and applying knowledge to personalize interactions and manage expectations at every single customer touch point.
Today’s consumers are more than simply customers. They’re also innovators! With technology at their fingertips, they’re constantly experimenting with how they find and consume products and services before, during, and after a purchase. They want unlimited choices and unparalleled convenience—from answers provided within milliseconds, to purchases delivered within hours. The interactions that consumers have with your company are becoming even more important than what they actually buy. This is the Experience Economy, where customer service professionals must be equipped and empowered to provide exceptional person-to-person customer support.
It is with this vision in mind that Oracle has built its CX products to enable brands to connect data and apply that intelligence at each customer interaction. We believe that Forrester acknowledged this in their recent report.
“Oracle’s vision for customer service focuses on how AI impacts the contact center workforce. This is a sound and timely vision as companies look to use AI to streamline repetitive tasks and free up agents to work on the harder inquiries and nurture customer relationships — ultimately transforming agents into brand advocates.”
–The Forrester WaveTM: Customer Service Solutions, Q2 2019
Customer experience is not exclusively the domain of B2C brands. B2B customers now have the same high expectations, whether it’s subscription pricing for medical devices or self-service shopping for airplane parts. This transformation in how consumers interact with brands and cultivate personal relationships with them requires companies to reimagine everything, from their marketing and sales strategies to their revenue models.
In today’s world, it’s less about whether or not the customer is “right”, because the customer is almost always informed. The challenge is making sure that your customer-focused teams are equipped with the knowledge necessary to personalize interactions and manage customer expectations. Oracle CX is powered by AI that combines customer, transactional, behavioral, sensor, and third-party data that helps companies deliver more creative, innovative, and engaging customer experiences.
Learn more about Oracle CX solutions.