What this book covers

Chapter 1, 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.

Chapter 2, Overview of Products, provides a description of and explains the most common use cases for all the solutions in the Oracle CX portfolio.

Chapter 3, CX Solution Architecture, describes possible solution architectures using Oracle CX solutions.

Chapter 4, 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.

Chapter 5,  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.

Chapter 6, Organizing and Conducting an Implementation Project, discusses how to organize and conduct an Oracle CX implementation project.

Chapter 7, Scenarios and Deployments, provides a general explanation of cloud computing and deployment types, and explains how Oracle CX can be used in cloud and hybrid deployments. After this chapter, you should be able to select an appropriate deployment option.

Chapter 8, Case Study - Oracle CX Cloud, takes all of the topics discussed in the previous chapter in order to design an Oracle CX solution with appropriate implementation strategy for a telecommunications company.