Kresimir Juric - Oracle CX Cloud Suite: Deliver a seamless and personalized customer experience with the Oracle CX Suite

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Kresimir Juric has spent many years in different positions and working with many different projects/clients. He has broad competence in designing and deploying various CX/CRM systems, helping customers grow their businesses and achieve their goals.

Kresimir has experience of introducing organizational change as an internal resource and as a consultant in organizations ranging from SOHO/SME to some of the biggest international corporations.

Kresimir has implemented CRM systems and organizational changes in the telecommunications, banking, hospitality, credit information, manufacturing, and pharmaceutical industries with the least possible organizational resistance.

Hung Huynh graduated from University of Oslo with a master's degree.

He started his career as a system developer, creating IT tools to aid the construction of residential buildings. He later moved to Oracle and started a long career with Service-Oriented Architecture (SOA). He used his deep knowledge of the whole Oracle Fusion Middleware stack to help many customers to achieve their visions.

At the time of writing this, Hung Huynh has moved to the energy sector. Hung Huynh has held key positions such as architect and project manager for Sysco Digital Utility Platform.

Hung Huynh is an advocate for the data-driven approach to IT solutions. He has translated The Dataleader's Manifesto into both Norwegian and Vietnamese.

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With this book, we aim to familiarize the reader with all aspects of the Oracle customer experience (CX) and explain how to utilize these aspects to create the best customer experience possible.

This book will also teach the reader about the basics of business analysis, solution architecture, project management, and strategic thinking.

Finally, this book will use examples that combine everything that's learned in this book in the form of a use case scenario.

This book is for everyone who has any interest in learning about Oracle CX and customer experience in general. This book caters to the technical, management, and organizational aspects of customer experience adoption and implementation. Whether you are a technical or business person, this book will explain all aspects of Oracle CX so that, in the end, you will understand the whole CX story.

, The King Is Dead, Long Live the King, lays the foundation for the book, helping to define the differences between CRM and CX solutions and the purpose of a customer's journey.

, Overview of Products, provides a description of and explains the most common use cases for all the solutions in the Oracle CX portfolio.

, CX Solution Architecture, describes possible solution architectures using Oracle CX solutions.

, As-Is and To-Be Analysis, discusses methodologies and tools used to conduct appropriate As-Is business analysis, understand the findings, and develop appropriate To-Be plans.

, Adopting a Strategy - Organizational Changes, discusses the need for organizational changes and the strategy needed for implementation so that the company is able to provide the best possible customer experience.

, Organizing and Conducting an Implementation Project