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