Beyond CRM - AI-First Customer Experiences with Full Enterprise Context

Explore Oracle's revolutionary approach to customer experience transformation in this 42-minute conference keynote from Oracle AI World 2025. Discover how AI-powered customer experience solutions transcend traditional CRM limitations by integrating data and processes across finance, HR, supply chain, and other enterprise functions to deliver seamless, personalized service. Learn about Oracle's vision for CX without silos, powered by native AI and orchestrated through agentic intelligence that enables employees and AI agents to work in synergy. Examine comprehensive demonstrations of AI-driven marketing orchestration and targeting, sales productivity tools for opportunity management and upselling, customer engagement strategies for renewals and quote-to-close processes, and intelligent service automation with root cause analysis and KPI monitoring. Understand how connecting CRM with enterprise-wide systems creates trusted relationships, drives sustainable growth, and meets modern customer expectations for instant, personalized interactions across all touchpoints.

Syllabus

00:00 Rethinking CX: Enterprise AI Beyond CRM
05:19 Why “All-in-One” Robots & CRM Aren’t Enough
09:00 Demos Intro: Marketing, Sales, Service & Enterprise Collaboration
11:14 Demo—AI Marketing: Orchestration, Targeting, & Program Briefs
17:42 Demo—AI Sales: Seller Productivity, Opportunity Management & Upsell
24:01 Demo—Customer Engagement, Renewal & Quote-to-Close
32:01 Demo—AI Service: Root Cause, Automation & KPI Monitoring
39:18 Metrics, Automation Payoff & End-to-End Service Insights
40:12 Session Wrap: CX Transformation, Taking Action & Future Outlook