April 11, 2018

Oracle adds new AI service to customer cloud suite

The addition aims to boost customer experience and retention for Oracle’s cloud and AI-native customers.

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Software giant Oracle have added three new products to their customer cloud suite namely- analytics application called Infinity, segmentation tool for marketers called CX Audience and new service for customer retention called Loyalty Cloud. With these additions, Oracle say that they aim to focus on bettering customer experiences and removing barriers to business acceleration.

According to Oracle, Infinity is designed to extract behavioral data from marketing organizations in real time whereas CX Audience is designed to enrich data without heeding the advice of IT experts. They also say that both these products come under the umbrella of Oracle Cloud Marketing and can be leveraged by customers to boost user experience.

Speaking about the products, Des Cahill, Vice President and Head CX Evangelist at Oracle, commented:

While the challenges we all face are a little different from department to department or company to company, the common theme for all customer experience professionals is how to lead change, not just react to it.

We are focused on helping our customers remove barriers that prevent their employees from focusing on the customer and creating epic experiences.

Oracle say that the new addition called Loyalty Cloud is designed for customer retention to help organizations deliver loyalty programs across different channels.

Explaining the need to introduce the product, Katrina Gosek, Senior Director of Digital Customer Product Strategy at Oracle, commented:

Not only does it cost seven times more to acquire a new customer than to keep an existing one, but a loyal customer can help an organization acquire more customers, increase revenue and differentiate its products or services.

In closing, Oracle said that with the new adaptive intelligence capabilities introduced for sales, marketing and commerce, salespeople can leverage the new AI-powered forecasting within Oracle’s Sales and Engagement clouds.

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