By Mike.Hallett@Oracle-BI&EPM on Aug 08, 2012
Customer experience management (“CX”) is the latest and greatest new must-have solution for most organisations (even Public Sector wants “citizen experience management”): and within this,customer insights, through robust analytics is probably the most important component.
To provide this, Oracle has just released Oracle Retail Customer Analytics. At first glance focusing on just the retail sector may seem limited, but in reality, everyone’s trying to sell something, so in a sense everything is retail.
Oracle Senior VP for Oracle CRM, Anthony Lye says Oracle’s CX strategy is a combination of both organic development and acquisitions to put together a CX solution footprint beyond any other single vendor. He said we are now in a process of moving beyond CRM and that today, many customer experiences systems are built, maintained and managed outside of classical “CRM”. To manage this, customers need a vendor that can:
Abstract data away from the CRM system and master data,
Offer experienced based apps that are multi-channel and cross channel,
Combine this with Social Apps,
And a range of platform services, most notably Business Intelligence (BI).
To find out more see the Video: Anthony Lye, SVP, Product Development, Oracle (17:33) and other resources, such as Your Experience Platform (PDF) and the Data sheet: Oracle Retail Customer Analytics (PDF).