Oracle President Hurd Says New Customer Experience Revolution is Coming

摘要

Having followed the contact center and contact management space since 1982 I have seen countless changes in the market. Perhaps none was more profound than in the mid-1990s when the term CRM started to be used to refer to solutions in the customer relationship space. CRM quickly gained acceptance and CXOs were happy to sign multimillion dollar purchase orders. A crop of new entrants entered the market and soon thereafter M&A became rampant.