Скачать или смотреть Oracle CX: What is the Experience Economy? (CxOTalk)

How does Oracle CX approach the Experience Economy? Oracle CX Cloud Group Executive Vice President and General Manager, Rob Tarkoff, explains the experience economy. He is responsible for all front-office applications at Oracle, including sales, service, commerce, marketing, and content.

The experience economy is now a crucial part of the customer experience. From viewing potential homes in augmented reality to buying subscription services, consumers today control their customer journey.

In this conversation, we discuss:
-- About Oracle CX and the experience economy
-- How have customer expectations changed over time?
-- What Is customer experience and is it more than customer touch points?
-- What is the experience economy?
-- Is the experience economy just customer touch points or is it more holistic and involve business model change?
-- How does customer experience inform your product design decisions at Oracle?
-- What is the Oracle CX platform?
-- Are the experience economy and customer experience a core business strategy for companies?
-- How can companies embrace customer experience?
-- What are the technology components of customer experience?

From the interview:

This shift in consumer sentiment means that every business must find better ways to interact with its customers. Business leaders who grasp this new experience economy will build customer loyalty through word of mouth and create a significant competitive advantage.

To create a great customer experience, a business must understand all points of contact between the customer and the brand. Every interaction -- including pre-sales, purchase, and customer support -- must provide the right experience to each buyer and meet customer expectations.

Connecting these dots requires data about how customers interact with your brand. Based on the data, you can design the right product or service, send offers and messages that customers will find useful, and build positive interactions at every step of the customer journey.

Rob discusses the unique challenges facing companies and explains why companies must change existing business strategies to address the demands of customer experience. That includes understanding the types of data available and developing tools and processes to manage that data.

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Thank you to Oracle for making this conversation possible: https://www.oracle.com/cx/
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