The pandemic has accelerated the trend towards digital customer experience transformation driven by the need for customer-centric business models, online experiences, and personalized brand engagement.

Infosys Solution for Customer Experience helps organizations alter their business models by offering an accelerated path to digital transformation. It offers superior CX solutions that modernize marketing, sales, and service journeys while keeping customer centricity at the core.

The solution also delivers omni-channel, insights-driven, hyper-personalized, and engaging customer experience journeys. The solution is based on Oracle CX Cloud suite and other technologies with capabilities including guided journeys, 360⁰ dashboards, AI/ML-based insights, virtual assistants, social integration, and more.

Our clients across industries are realizing significant business benefits by implementing Infosys Solution for Customer Experience

Infosys Solution for Customer Experience with Oracle CX Cloud

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Infosys provides a comprehensive suite of offerings around advisory, implementation, change management, and managed services to help clients migrate to Oracle CX Cloud. With Infosys Solution for Customer Experience, we bring together:

  • Infosys Customer Experience Cloud Migration toolkit to accelerate cloud implementation
  • Infosys Cloud Implementation suite that provides a rich repository of assets, automation tools, and accelerators
  • Industry solutions with process assets, KPI library, reference blueprint architecture, and reusable solution components
  • Innovative digital solutions to compliment Oracle CX Cloud such as My CX Enterprise, Sales and Service Digital Cockpit, and Digital Field Service that leverage open source, PaaS, and emerging technologies like AI/ML, IoT, and AR/VR.
  • Capabilities across the breadth of Oracle's CX suite including digital marketing, sales, CPQ, commerce, subscription management, service, knowledge management, and field service
  • Infosys is rated as a Leader by various analysts like Gartner and IDC for Oracle Cloud Services
  • Oracle has repeatedly recognized and awarded Infosys for successful customer experience transformation initiatives over many years:
    • CX Partner Excellence Finalist at Oracle Markie 2021
    • Finalists in Thinker Award for Best Innovation for VERTIV and General Electric – HC at Markie 2021
    • Thinker Award for Best Innovation in CX Service in 2020
    • Thinker Award for Best Innovation in CX Sales in 2020
    • Global Partner Excellence Award for Oracle CX Cloud at OOW 2019
    • North America Excellence Award for Oracle CX Cloud at OOW 2019

Challenges & solutions

Infosys Solution for Customer Experience help enterprises optimize performance by proactively designing solutions that align with customer needs and leverage trends like cloud, social, and mobile. Our services include:

  • CX maturity assessment workshops
  • Customer journey mapping
  • Stakeholder interviews

  • Infosys helps organizations deliver hyper-personalized offerings to customers using Oracle CX solutions, MarTech suite of products, and other solutions
  • Infosys leverages its award-winning Infosys Design Studios to design curate superior human experience journeys

  • Infosys helps organizations identify gaps and ineffective process steps in their sales process, and remedy these with OOTB Oracle CX and our innovative Infosys solutions
  • Oracle Sales Planning Cloud helps define balanced yet aggressive sales targets using inbuilt predictive analytics, thereby reducing sales attrition and improving productivity and morale
  • Infosys My CX Enterprise and Sales Cockpit solutions deliver key insights to sellers to improve productivity and sales effectiveness

Infosys solution includes consulting, industry templates, organization change management, and technology platform enablement so organizations can smoothly transition to subscription and hybrid business models

Infosys provides omni-channel customer service focused on personalized engagement through self-service digital channels. It also leverages guided, insight-led assisted service with automation

Infosys helps customers drive insights and monetize data using data science (AI/ML) to deliver hyper-personalized offers and customer service