B2B and B2C Markets Utilize Oracle CX Cloud Suite to Engage Customers

editOracle Cloud MMT Magazine OnlineGlobal B2C and B2B businesses of all sizes have invested in Oracle Commerce Cloud, part of the Oracle Customer Experience (CX) Cloud Suite to drive sales, customer loyalty and growth. Oracle Commerce Cloud is a unified B2C and B2B commerce platform enabling online businesses to utilize artificial intelligence technology. Personalization tools enable businesses to deliver targeted offers and recommendations to shoppers to increase loyalty and engagement.

The Oracle CX Cloud Suite includes Oracle Commerce Cloud, Oracle Marketing Cloud, Oracle Loyalty Cloud, Oracle Sales Cloud and Oracle Service Cloud. “Brands love Oracle CX Suite because they can scale better customer experiences with less work to deliver consistent, connected, AI-driven, personalized experiences across the customer lifecycle,” said Katrina Gosek, senior director, digital customer product strategy, Oracle.

“In addition, they save on integrations, lower their total cost of ownership (TCO), and increase their innovation and speed to market. In the end, their customers have great experiences that keep them coming back and spending more.”

Oracle Commerce Cloud customers include Denby Pottery, Komori American Corporation, Laura Ashley, Lenox, Team Sportia and Vermont Country Store. Founded in 1946 and based in Vermont, The Vermont Country Store is an American catalog, retail and e-commerce business selling practical and hard-to-find products such as Vermont maple syrup, sleepwear, apparel and home goods. The Vermont Country Store has productively run its e-commerce business with Oracle since 2010 and after successfully moving to Oracle Commerce Cloud, it has further improved and personalized the online customer experience.

“We wanted to deliver an online customer experience that was authentic and consistent with what someone would experience if they came into our store in person. So in early 2017, we successfully moved to Oracle Commerce Cloud,” said Jim Hall, president, The Vermont Country Store. “This holiday season, we celebrated 10 percent growth in online sales and increased customer satisfaction. I am particularly pleased with the improvement in mobile results and our mobile shopping experience.”

“Personalization and loyalty are the new holy grail in customer experience and being able to deliver every time builds a loyal customer base with higher lifetime value,” said Gosek. According to Gosek, consumers determine the way they want to interact with brands, creating their own customer experience.

Whether through voice shopping (Siri, Alexa and Google), visual search (incorporating product info into videos and images), or artificially enhanced engagement (utilizing contextual user information via AI tools), the customer takes charge of the experience, while providing the brand priceless guidance on marketing to them.

The Oracle CX Cloud Suite drives loyalty and engagement through a catalog of offerings built on utilizing this intelligence.

In “The Forrester Wave™: Digital Experience Platforms, Q3 2017” report, analysts noted Oracle’s CX platform as a standout, saying that “Oracle’s platform benefits from the biggest portfolio and heavy cloud refactoring.” Forrester analysts went on to note that, “Enterprises with complex needs and a strong Oracle alignment should not hesitate to use Oracle’s offerings, with an aggressive plan to use the cloud versions.

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