Oracle decides communications sector is ripe for customer experience

摘要

Oracle has identified the communications sector as one of the priority sectors it needs to focus on withrn"verticalized" offerings as well as target with new capabilities stemming from the launch of Oracle LivernExperience Cloud and enhancements to its Oracle Customer Experience (CX) Cloud Suite.rnA contributing factor is that communications service provider (CSP) demand for customer experiencernapplications is on the rise. For a CSP to succeed in an increasingly competitive market, it needs torn"become the easiest service provider to engage and work with," said Rajeev Tankha, vice president ofrnCX Cloud Product Development Industry Solutions, during the Communications stream at the recentrnOracle OpenWorld gathering in San Francisco.rnOvum is also anticipating increasing focus on customer experience investment in the telecom vertical.rnAccording to Ovum's just-published 2018 ICT Enterprise Insights survey, an overwhelming 97% ofrnCSPs identify delivering a personalized customer experience as their most important businessrnchallenge over the next 18 months, up from the 85% that expected this to be the case a year earlier.rnImplementing end-to-end customer experience management also figures high as a CSP priority overrnthis period.