Oracle’s recent integration with Syniverse’s Communication Gateway is making waves in the world of CX, showcasing the ever-growing importance of hyper-personalization as businesses look to improve their CX delivery to meet the changing needs and preferences of their customers.
What is happening with Oracle’s Syniverse integration?
This integration gives Syniverse, a global leader in mobile messaging, the “Integrated” status with Oracle Cloud Expertise. This means that Syniverse’s advanced messaging solutions are now available in the Oracle Cloud Marketplace, providing Oracle customers with secure, instant, and personalized SMS messaging capabilities.
David Hicks, Group Vice President of Worldwide ISV Cloud Business Development at Oracle, summed it up well:
“Syniverse’s commitment to innovation with Oracle Cloud and quality execution helps our mutual customers receive cloud-enabled messaging solutions ready to meet critical business needs.”
How has personalization in CX changed over the years?
Personalization in general has changed dramatically over the past few years. Gone are the days when simply using a customer’s first name in an email was enough. Today, we’re talking about hyper-personalization—where every interaction is tailored to an individual’s unique preferences and behaviors.
60% of consumers are more likely to become repeat buyers after a personalized experience, further underscoring the importance of getting personalization right for today’s businesses.
The Oracle-Syniverse integration is a significant step forward in this aspect, offering businesses the tools to create more personalized and impactful customer interactions. What this means for the overall CX environment cannot be ignored, hyper-personalization is the name of the game, and everyone is taking steps to deliver.
What does this mean for CX professionals?
This integration and its implications are a game-changer for CX professionals. With 70% of CX leaders struggling to increase customer loyalty according to Gartner, the ability to deliver personalized experiences is more critical than ever. The integration of Syniverse’s messaging capabilities into Oracle Cloud provides a robust platform for personalized communication, which is key to improving customer satisfaction and retention.
This is especially relevant in the context of cloud contact center environments and CCaaS configuration operations, where optimization contributes to more personalized and efficient interactions. By leveraging data, automation, and a host of other innovative technologies, businesses tailor experiences that truly resonate with customers, making their interactions with the business more meaningful and engaging.
Are you prepared for the hyper-personalized future of CX?
As we head into a future where hyper-personalization is the standard, CX professionals need to stay adaptable and open to new technologies. The Oracle-Syniverse integration is a prime example of how technology can enhance personalization efforts, but it’s also important to remember that the human touch is still essential.
While technology can deliver personalized experiences at scale, the ability to empathize and connect with customers on a human level is irreplaceable. Success in the future of CX will depend on balancing cutting-edge technology with genuine human interaction.