Beyond CRM: AI-First Customer Experiences with Full Enterprise Context
summary
Oracle shows AI-first CX built on Fusion and the Unity data platform, with agents that query front‑ and back‑office data, run models and create real objects. Marketing agents identify 478 target accounts, classify 182 awareness / 76 consideration / 220 ready for sales and 220 opportunities created in one click; tactic and buying‑group agents generate program briefs and personalized content. Sales agents draft business‑value emails, upsell during renewal flows and enforce quote/discount limits; service triage and resolution agents cluster 26+ SRs, rerun automation and collapse the spike toward near‑full automation.
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chapters (9)
- 0:00Rethinking CX: Enterprise AI Beyond CRM
- 5:19Why “All-in-One” Robots & CRM Aren’t Enough
- 9:00Demos Intro: Marketing, Sales, Service & Enterprise Collaboration
- 11:14Demo—AI Marketing: Orchestration, Targeting, & Program Briefs
- 17:42Demo—AI Sales: Seller Productivity, Opportunity Management & Upsell
- 24:01Demo—Customer Engagement, Renewal & Quote-to-Close
- 32:01Demo—AI Service: Root Cause, Automation & KPI Monitoring
- 39:18Metrics, Automation Payoff & End-to-End Service Insights
- 40:12Session Wrap: CX Transformation, Taking Action & Future Outlook
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