Oracle CX Cloud Suite

Oracle CX Cloud Suite

by Kresimir Juric
Released March 2019
Publisher(s): Packt Publishing
ISBN: 9781788834933

Read it now on the O’Reilly learning platform with a 10-day free trial.

O’Reilly members get unlimited access to books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Start your free trial

Book description

Gain a complete overview of Oracle CX Cloud Suite and its tools for functions ranging from marketing to sales and commerce to service

Key Features

  • Make optimal use of your Oracle CX Cloud Suite to improve business results
  • Achieve improved customer insights through Oracle CX's advanced capabilities
  • Learn how to design a CX solution architecture

Book Description

Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform.

Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You'll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You'll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment.

By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.

What you will learn

  • Differentiate between Oracle CRM and CX Cloud suites
  • Explore a variety of Oracle CX Cloud tools for marketing and sales
  • Set up users and database connections during deployment
  • Employ Cloud Suite CX tools to aid in planning and analysis
  • Implement hybrid Oracle CX solutions and connect with legacy systems
  • Integrate with social media connectors like Facebook and LinkedIn
  • Leverage Oracle ICS and Oracle CX Suite to improve business results

Who this book is for

This book is for administrators who want to develop and strengthen their Oracle CX Cloud Suite skills in the areas of configuration and system management. Whether you are a new administrator or an experienced professional, this book will enhance your understanding of the new Oracle CX features.

Table of contents

  1. Title Page
  2. Copyright and Credits
    1. Oracle CX Cloud Suite
  3. Dedication
  4. About Packt
    1. Why subscribe?
    2. Packt.com
  5. Contributors
    1. About the author
    2. About the reviewer
    3. Packt is searching for authors like you
  6. Preface
    1. Who this book is for
    2. What this book covers
    3. To get the most out of this book
      1. Download the example code files
      2. Download the color images
      3. Conventions used
    4. Get in touch
      1. Reviews
  7. Section 1: Brave New World
  8. The King Is Dead, Long Live the King
    1. Learning about CRM
      1. The benefits of CRM
      2. The limitations of CRM
        1. Organizational limitations
          1. Inside-out thinking
        2. Technical limitations
      3. Reasons for leaving CRM in the past
    2. The customer experience of CX
      1. Organizational benefits
        1. A customer-centric philosophy
          1. Outside-in thinking
      2. The technological benefits of CX
    3. The key capabilities of CX
    4. Summary
  9. Overview of Products
    1. Oracle solutions and their roles in an enterprise
      1. Oracle Sales Cloud
        1. Oracle Sales Cloud to other systems
        2. Other systems to Oracle Sales Cloud
      2. Oracle Marketing Cloud
        1. Other systems to Oracle Marketing Cloud
        2. Oracle Marketing Cloud to other systems
      3. Oracle Service Cloud
        1. Other systems to Oracle Service Cloud
        2. Oracle Service Cloud to other systems
      4. Oracle CPQ Cloud
        1. Other systems to Oracle CPQ Cloud
        2. Oracle CPQ Cloud to other systems
      5. Oracle Commerce Cloud  
        1. Other systems to Oracle Commerce Cloud
        2. Oracle Commerce Cloud to other systems
      6. Oracle Social Cloud
        1. Other systems to Oracle Social Cloud
        2. Oracle Social Cloud to other systems
      7. Oracle Sales Cloud resembling a CRM
        1. Customer data management
        2. Integrations
        3. Conclusion
      8. Oracle Marketing Cloud
        1. Oracle Eloqua
        2. Oracle Responsys
        3. Oracle BlueKai
        4. Oracle Maxymiser
        5. Oracle Infinity
        6. Oracle Content Marketing
        7. Social Marketing
        8. Conclusion
      9. Oracle Service Cloud
        1. Conclusion
      10. Oracle CPQ Cloud
        1. Conclusion
      11. Oracle Commerce Cloud
        1. Conclusion
      12. Oracle Social 
        1. Conclusion
    2. Summary
  10. CX Solution Architecture
    1. Understanding the CX architecture
      1. Solution architecture
        1. Customer journey mapping
      2. CX reference architecture
        1. Deployment type
        2. Principles
          1. Components
          2. Quality
          3. Examples of architecture principles
    2. Exploring a logical view
      1. Logical architecture – commerce components
      2. Logical architecture – loyalty and marketing components
      3. Logical architecture – service components
      4. Logical architecture – reference architecture
    3. Oracle CX products
      1. Commerce solution
      2. Loyalty and marketing solution
      3. Service components solution
      4. Security and monitoring
        1. Oracle Identity and Access Management
          1. Oracle Enterprise Manager
      5. Preparing for implementation
    4. Summary
  11. Section 2: Service Provisioning and Basic Settings
  12. As-Is and To-Be Analysis
    1. Technical requirements
    2. The purpose of business analysis
    3. Understanding business processes, tools, and methods
      1. Basic elements of business processes
      2. Types of business processes
        1. Essential processes
        2. Supporting processes
        3. Management processes
      3. Business process notations
        1. BPMN 
        2. UML notation
          1. Class diagram
          2. Use case diagram
          3. Activity diagram
      4. Understanding fishbone diagrams – Ishikawa diagram
        1. Example of Ishikawa diagram analysis
      5. Understanding Pareto diagrams
        1. Example of Pareto diagram analysis
      6. Diagram analysis
    4. Understanding the As-Is analysis
      1. Steps in As-Is analysis
      2. Gap analysis
      3. Deliverables
        1. Service activation example
          1. Now let's study a BPMN process example
    5. Understanding the To-Be analysis
    6. Summary
  13. Adopting a Strategy - Organizational Changes
    1. Understanding strategic management
    2. Implementing a strategy
      1. Yearly goals
        1. Advantages of following strategic goals
      2. Functional strategy
      3. Action plans
    3. The process of implementing a strategy
      1. Organizational structure and processes definition
      2. Organizational culture
      3. Implementing process-tracking
    4. Understanding the CX-specific strategy
      1. The purpose of CX strategy
      2. Creating a value proposition
      3. Tailoring appropriate communication
      4. Handling trade-offs
      5. Determining organizational fit
      6. Enabling continuity
    5. Elements of a CX strategy
    6. Summary
  14. Organizing and Conducting an Implementation Project
    1. Objectives of a CX strategy
      1. Project management's inclusion in the project plan
    2. Understanding project management methodologies
      1. The traditional, or phased, approach
        1. A traditional waterfall model
          1. Advantage of traditional waterfall model
          2. Disadvantage of the traditional waterfall model
        2. A modified waterfall model
          1. Advantages of the modified model
          2. Disadvantages of the modified model
        3. Critical chain project management
        4. Event chain methodology
        5. PRINCE2
      2. The modern, or iterative, approach
        1. Agile project management
        2. Scrum
        3. Lean project management
        4. Extreme project management
        5. Benefits realization management
      3. Fit for purpose
    3. Project planning
      1. Delving into project planning
      2. The planning process of the project
        1. Project reach
        2. Project assumptions
        3. Project limitations
        4. Product specifications
      3. The extent of the project
      4. Creating a WBS
      5. Creating a WBS structure
      6. Planning a WBS project
        1. Assigning work
        2. Scheduling
        3. Critical path
          1. Critical path calculation
          2. PERT chart
    4. Implementation phases of the project
      1. Underlying processes
      2. Implementation team
    5. Summary 
  15. Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
  16. Scenarios and Deployments
    1. The rise of apps
    2. Understanding cloud computing
      1. Main characteristics of cloud computing
        1. SaaS
        2. PaaS
        3. IaaS
      2. Risks in cloud computing
    3. User models
      1. Public cloud
      2. Private cloud
      3. Hybrid deployment
      4. Managed cloud
        1. Cloud bursting
    4. Security aspects
      1. Legal regulations
      2. Security controls
      3. Federalization of security services
    5. Examples of the use of cloud computing in business
      1. Email archiving
      2. Contact center
      3. Customer relationship management
      4. Business continuity
    6. Exploring the possible Oracle CX deployments
      1. Prerequisite knowledge of deployment
        1. Demilitarized zone
        2. Firewall
        3. Connectors
        4. Oracle Integration Cloud Services
      2. Deploying the Cloud
        1. Simple hybrid deployment
        2. Complex hybrid deployment
      3. Choosing an appropriate deployment model
    7. Summary
  17. Section 4: Use Case
  18. Case Study - Oracle CX Cloud
    1. CX Implementation
    2. TELCO case description
    3. Creating customer experience
    4. The holistic approach and its challenges 
    5. The TELCO's CX implementation
      1. Prerequisites for successful implementation
      2. Analysis
      3. Strategy 
      4. Requirements
      5. Architecture
        1. Products used
        2. Logical view
        3. Solution architecture
          1. Cross-channel support architecture
          2. Order management and fulfillment management architecture 
          3. Unified solution architecture
      6. Mapping of the products used  
    6. Understanding the critical points of the CX implementation project plan 
      1. Process approach to the implementation
        1. Optimization of marketing investments
      2. Alignment of implementation project with a business strategy
        1. CX strategy outline
      3. Metrics
        1. Acquisition (increase sales)
          1. Acquisition KPIs
        2. Retention (monetize relationship)
          1. Retention KPIs
        3. Efficiency (leverage investment)
          1. Efficiency KPIs
    7. Summary
  19. Other Books You May Enjoy
    1. Leave a review - let other readers know what you think

Product information

  • Title: Oracle CX Cloud Suite
  • Author(s): Kresimir Juric
  • Release date: March 2019
  • Publisher(s): Packt Publishing
  • ISBN: 9781788834933