The Future of CX

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" summary

Oracle claims a single integrated front‑to‑back suite that links sales service inventory and accounting to surface available-to-promise and automate next steps. A recommendation engine identifies which existing customers to approach, then triggers automated ad campaigns and even generates proposals and opportunities. Examples: Hermes runs a digital assistant for 400 million parcels a day, Swisscom helps design communications CX, JCI and Badger Trucks use unified service logistics. The stack also embeds a voice digital assistant across apps.

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" chapters (13)

1. 0:00Introduction and vision
2. 1:12Front and back office unity
3. 4:53Customer success and scale
4. 7:36Next-gen sales automation
5. 12:36Integrated vs. point solutions
6. 15:33Closed-loop marketing
7. 16:56Service and digital assistants
8. 18:07Cloud infrastructure advantages
9. 23:02Industry-specific applications
10. 26:42Collaboration and design
11. 31:00The future of remote work
12. 37:08Rethinking customer experience
13. 39:10Final wrap-up