Amid the race to deliver the best customer experience (CX), organizations often downplay the need to enrich employee experience (EX).

The problem is that, for decades, organizations have considered EX and CX to be unrelated factors. Quality CX generates revenue, while EX remains as a company obligation.

However, multiple studies, including Gartner’s findings, assert that a holistic strategy of Total Experience (TX), which incorporates both EX and CX, is critical to elevate both. Organizational perceptions are changing. More leaders are re-evaluating the interconnection between EX and CX. Moreover, the challenge of effectively blending the two and converting them into a strategic company asset persists. This is where Oracle CX steps in.

Read the blog to explore how Oracle CX, with its unified platform, is enabling companies to remove existing silos and integrate EX and CX. Discover how it can empower employees and encourage them to deliver quality customer experiences.

The Irrefutable Connection between EX and CX
Customers create revenue, employees deliver the experience. 82% of leading organizations report that, despite the need for technological advancements, human interaction remains a key driver in determining brand value. On the other hand, employees are motivated to be productive when they feel recognized and valued and have access to the relevant suite of tools.

Integrating the Siloed Systems with Oracle CX
The conventional practice of working in silos has made CX and EX integration a business challenge for most enterprises. Oracle CX effectively streamlines this integration process. The Oracle CX solution provides a wide suite of connected applications that deliver a holistic customer experience by empowering employees with minimal digital friction, workflow automation, and unified access to customer data.

Oracle CX merges CX, HCM (Human Capital Management), SCM, and ERP to create a seamless single EX-to-CX platform. It enables enterprises to connect back-office operations such as finance and HR with customer-facing functions like customer service and sales. Oracle’s integrated platform offers a single source of truth that helps employees to work with the same data and enables management to take strategic initiatives aligned with business needs and goals.

Oracle CX: Bridging Employee and Customer Experience with a Unified Platform

Oracle Fusion CX, a new Oracle CX solution, offers a unified EX-to-CX platform that consolidates employee and customer data. Many companies have achieved high employee engagement, ultimately improving customer experience. Some of the capabilities are:

AI-Driven Mentoring and Personalization: Oracle ME (my experience) encourages employees to learn, evolve, and thrive. It is structured to bolster employees’ work experience and growth, from hiring to retiring, per their goals and work. For instance, the AI-powered suggestions help a new employee easily understand the job requirements and workflow. A global manufacturing company successfully leveraged Oracle CX to automate onboarding and hiring processes, minimizing cycle time by 20%. Employees, equipped with precise data from the start, became ready to manage customers effectively.

Oracle Fusion’s AI-powered agents automate customer query routing and segmentation, ensuring the right service provider receives the correct ticket. For instance, the Triage Agent assesses and labels service requests, and the Resolution Agent reduces issue resolution time and enhances the customer service department’s capabilities, significantly reducing support expense.

AI-powered Self-Service Digital Assistant: The Oracle CX solution offers conversational AI assistants that allow employees to address HR queries quickly, manage approvals, and make requests directly using natural language. For instance, an employee can ask the AI assistant about promotion criteria and employee benefit policies and receive responses without connecting to HR. This flexibility helps them overcome administrative friction, freeing them to concentrate more on customers.

Constructive Feedback Tools: HR can use the Oracle Celebrate tool to acknowledge and appreciate employees. Features such as peer reviews, manager feedback, and real-time analytics assess employee engagement. This fosters a healthy work environment that increases employee work morale and reduces employee turnover—critical in delivering quality customer service.

Driving Employee Upskilling and Engagement: Oracle ME assists employees in upskilling, connecting with mentors, and finding like-minded communities. It suggests growth scopes and projects based on skill. The growth culture motivates employees to implement their learning and proactively enrich customer service.

Understanding Emotional Insights: Oracle CX can help managers and HR track employee engagement and work response in real time. The insights allow a better understanding of employee sentiment and provide relevant assistance, which avoids the potential risk of affecting customer experience.

Benefits of Implementing Oracle CX

Oracle CX offers end-to-end data visibility that collectively empowers the organization to foster a healthy work culture. This optimizes customer experience, drives performance, and streamlines process agility, thus positively influencing quality customer experience and ROI.

Higher Growth and ROI

Oracle CX integrates EX and CX suites to deliver deep data analytics, sales forecasting, and personalized services. This streamlines sales cycles, lowers attrition, and enhances customer experience. For instance, a reputable investment bank used Oracle Fusion CX to reduce support tickets by 50%, and the payback duration was cut to less than 3 months.

Operational Efficiency and Cost Optimization: Oracle CX eases all stages of customer touchpoints with its availability of consolidated data. This empowers employees with an in-depth understanding of customer needs, refines omni-channel communication, and accelerates issue resolution, garnering positive customer feedback and loyalty.

For example, our experts at Evoke helped an organization scale its ERP capabilities across 20+ countries. Our Oracle Fusion solutions helped the organization successfully deploy Fusion applications, simplifying its business workflow and multiple integrations.

Enriched Customer Experience: Oracle CX, with its integrated tools, takes a holistic approach that frees employees to work efficiently, focus more on value-driven tasks, and spend less on administrative processes.

Conclusion

Integrating EX and CX empowers organizations to create a holistic workspace that automatically drives customer experience. Happy employees equal happy customers. Oracle CX makes this strategy a reality. Its ability to link all tech stacks, powered by AI agents, reduces workload, gives real-time data insights, aids in setting up business priorities, and it empowers employees and businesses to deliver exceptional experiences.

However, understanding the business needs and the correct implementation of Oracle CX are crucial for guaranteed success. Connecting with the right partner, such as Evoke Technologies, is paramount.

Connect with Evoke and discover the potential of this integrated strategic shift. Know how our experts leverage Oracle CX to develop tailored Oracle Fusion CRM solutions, ensuring your business works smarter and drives tangible outcomes with a strategic EX-to-CX feedback loop.