Wednesday, October 23, 2019

5 Ways to Empower Your Ecommerce Team to Deliver Smarter CX

Dan Feuer
March 19, 2018

3 minute read

Did you know that the average S&P 500 company’s lifespan is less than 20 years? Companies of all sizes are struggling to keep up with demanding customers and complex interactions while trying to seamlessly blend physical and digital customer experiences.

Companies that survive and thrive in this digital world do what we call “Smarter CX” – deliver superior customer experiences by connecting data at every stage during the customer journey.

Here are 5 ways to empower your ecommerce team to deliver smarter CX.

Empower your ecommerce team tip 1

Utilize open source technology

Open source technology like JavaScript, CSS, HTML5, and node.js gives developers the freedom to rapidly build, test and iterate on new features & functions. Plus, companies benefit from a larger hiring pool by reducing the need to find specialists in proprietary technologies as skill shortages have been a thorn in the side of CIOs for years.

Empower your ecommerce team tip 2

Reduce dependence on development teams

Not long ago, ecommerce businesses relied on the development team to make simple, yet mundane changes. Things like swapping banner images, rearranging page widgets, creating new pages, scheduling publishing changes, updating basic search configurations and so on took time and risked causing delays. Empowering business teams to make these updates fuels agility and frees up valuable development time for new innovations, services, and improvements that enhance the customer experience.

Empower your ecommerce team tip 3

Empower development to drive business objectives

The modern consumer as well as B2B buyers make quick buying decisions and expect seamless engagement, so it’s imperative to meet these needs flawlessly with the right data and information. With a toolset of open integration standards, agnostic code, and developer tools, instead of constant development, teams can now work by the “fail fast, succeed faster” mantra that drives innovation and supports business goals.

Empower your ecommerce team tip 4

Connect data and experiences with extensibility

For the longest time, integrations have been a bottleneck, causing delays, website problems, and bulging budgets. Equally important, the ability to leverage data and connect it to customer experiences was severely hindered by a complex web of interdependent integrations and spaghetti code. Fast-forward and REST APIs and webhooks have helped simplify the methods of syncing data across applications and introduced real time data updates.

Server-side extensions have empowered developers with a clean approach to writing custom integration code or creating one’s own APIs. New cloud based integration platforms have reduced costs, simplified integrations, and accelerated connectivity, making it easier for developers to connect data, leverage that data and drive personalized experiences.

Empower your ecommerce team tip 5

Fuel customer experiences with better business tools

Business user tooling is what fuels the customer-facing front-end experience. After developers create the essential building blocks, it is the designers and merchandisers who use those tools to create immersive experiences. For some commerce and CX platforms, user tooling is still an afterthought, requiring the business to talk to the IT and development groups – repeating the past. But now, user tooling has been re-imagined with standardized UIs and intuitive tools that are user-friendly and flexible, allowing teams to build an endless array of customer experiences.

To learn more about empowering ecommerce teams, read 5 Ways Oracle Commerce Cloud Powers Innovation.

Dan Feuer
Dan Feuer
Dan Feuer is a product strategist and spends his days extending the global footprint of the digital customer solutions of the Oracle CX Cloud Suite. Outside of work, Dan is kept busy with his digitally native kids and plethora of pets but still manages to find time to satiate his inner foodie. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.