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Oracle Sees Traction For Cloud Customer Experience (CX) Solutions In India

Monday, 05 October 2015, 05:40 Hrs

Oracle today announced that the company is observing strong momentum for its Customer Experience Solutions in India with recent customer wins like Adidas, Aditya Birla Online Fashion, Hyundai and adoption by companies like Mercedes Benz, Jabong, Reliance Commercial Finance, MakeMyTrip.com and many more. In India, ecommerce, automobile, BFSI and retail are the key industries which have seen a spurt in the adoption of CX technologies. The rapid growth of the Cloud Customer Experience business at Oracle is because companies want to differentiate, enhance and grow their CX experiences for better business results. Customer experience (CX) remains a huge priority for global organizations to not only meet consumer demands, but also to increase revenue. According to a Customer Experience Survey by Oracle, brands recognize the significant financial impact of poor customer experiences, yet struggle to develop and execute successful strategies.

Customer choice in the marketplace is at an all-time high, and a company's success is now directly correlated to meeting consumer demands and expectations with a simple, consistent and relevant experience that drives them to purchase and return again. Creating a great customer experience means delivering these qualities consistently over time across the entire customer lifecycle. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Customer experience solutions help companies and organizations transform their existing operational systems and infrastructure into a differentiated customer experience across the customer lifecycle preventing revenue loss and increasing customer satisfaction. Increasingly, Chief Marketing Officers (CMOs) and Chief Information Officers (CIOs) are collaborating to design holistic customer experience solutions. By aligning technology initiatives with the needs of marketing, a technology company increased their conversion rate from sales qualified opportunities to closed deals by 30%.

According to the July 2014 Forrester Research report titled 'The State Of Customer Experience Management In India 2014', 93% of the organizations surveyed in India indicated that CX is a strategic priority for 2014. About three-quarters claimed that CX is their top strategic priority. In fact, 60% Indian organizations plan to increase their spending on CX programs this year and 48% intend to hire more people for the CX team. Oracle believes that these numbers are an indication of the opportunity for customer experience in an emerging market like India.

"Oracle CX Cloud solutions are seeing strong adoption across all industries, because of the strong omni-channel experience that only Oracle can provide, thus, giving a unified 360-degree-view of the end-consumer. Oracle also collaborates with teams on the customer's side to offer unparalleled guidance in order to understand their requirements and offer tailor-made solutions. Technology solutions are only as good as the strategy and business processes they support. That is what differentiates Oracle. Not only do we provide the most comprehensive suite of solutions, our CX Cloud experts work with enterprises to design their strategies and help them identify the right tools needed to offer their consumers the desired experience," said, Nitin Singhal - Senior Director, CX Applications, Oracle India.

Abhishek Lal, Sr. E-Commerce Director, Adidas India said, "The way customers are shopping today has changed. The customer today wants to connect with the brand across multiple channels like retail, social media and ecommerce. The customer today is Omnichannel. Therefore, Adidas wants to be present for the customer in the moments that matter in whichever channel he/she might be. Not only that, we also want to attract more customers and retain our existing ones. Thus, we felt the need to stand-out through a combination of our product and customer experience. Oracle Customer Experience Solutions have helped us to integrate all the disparate channels of communication and information so we can serve our customers better. It has empowered us with real-time insights, thus, helping us to make informed business decisions."

Built around a set of integrated best-in-class application services including Commerce, Sales, Marketing, Service, and Social, Oracle offers the most complete CX portfolio in the industry, enabling companies to differentiate themselves across all channels, touch points and interactions. In addition to Oracle's CX product portfolio, Oracle also engages with our customers using customer experience journey mapping, a partnering approach ensuring Oracle's CX solutions deliver exceptional experiences so organizations can acquire new customers, retain existing ones, and improve efficiency.