SAP Customer Experience | PUBLIC
Intelligent CX
Experience more
Table of Contents
1. A New Kind of Customer
2. Hurdles to CX Success
3. IT as the Customer Champion
4. The Need for Re-Defined Intelligence
5. The Pillars of Intelligent CX
6. The SAP Customer Experience Portfolio
- Commerce
- Customer Data Solutions
- Customer Service
- Marketing
- Sales
7. CX Success Stories
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A New Kind of Customer
Customers are at the heart of your business. They’re at the
center of growth, propel you forward, and drive shareholder
value. And their high expectations of you mean that your
business needs to be able to deliver a high standard of
customer experience. Customers today seek out brands that
mirror their personal values. They want to buy from brands
that respect and protect their data and use it to deliver
tailored experiences. They want convenience, and the ability
to interact with you however and whenever they choose.
They expect you to deliver on your promises — every single
time — and re-earn their loyalty with every engagement.
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What Keeps Organizations from Accomplishing Their
Customer Experience Goals?
When we work with businesses to transform their customer experiences, we see the need to overcome the following
hurdles:
Siloed Disconnected Disparate
Programs Data Technologies
Over the years, we’ve seen CX When programs live in separate As standalone customer
initiatives driven by marketing, parts of the organization, so does experience programs kick off,
commerce, sales, and service teams. the customers’ data. This means different departments buy different
And while many of these groups have each business unit only has a slice technologies. These systems often
been extremely successful in their of the data it needs to fully meet a aren’t integrated, and aren’t
realm, organizations often struggle to customer’s expectations. As a result, capable of sharing data internally
“reach across the aisle” and keep organizations may have trouble to offer the customer an experience
customers’ experiences consistent, identifying their best customers, that feels cohesive.
personalized, and differentiated across recognizing them across channels,
silos. and engaging them in relevant ways.
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Customers Need
a Cross-Departmental
Champion
No one is better positioned than IT leaders to work
alongside their counterparts in marketing,
commerce, sales, and services to reimagine CX.
Along with their strategic partners across the
business, IT leaders can dissolve silos by
integrating the data and solutions to create a
single view of customer insights, touchpoints, and
demand across all relevant departments.
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Putting Customers at the Center of Your
Business Requires Re-Defined Intelligence
To re-imagine the customer experience, leaders must be able to:
Address critical business needs Use unified data
Every industry has a unique set of customers with Intelligence allows you to scale incredible customer
unique expectations that require specific business experiences consistently across teams and functions,
processes. Intelligence allows you to establish systems with every employee working from the same data set.
and processes rooted in your industry to meet their Intelligence returns insights on your core business
needs. challenges and ignites innovation.
Unlock customer insights: harness your data for
smarter decisions Align to market demands
Knowing who your best customers are, what they The next disruption is just around the corner. It’s
buy, how often they buy it, what they may return and intelligence that lets you anticipate changes in
personalizing their experience accordingly can help customer needs and provides the flexibility to adapt
you make major improvements to retention and and scale your business model to turn the unexpected
loyalty. Intelligence allows you to access these and into opportunity.
other insights without hours of manual work.
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SAP Customer Experience: Intelligent CX
Companies that focus on growth need agility, intelligent data at the core, and the ability to scale
effortlessly. These qualities underpin the four pillars of the SAP Customer Experience portfolio:
1 Industry tailored 2 Connected
We apply 50 years of deep industry experience and Your organization’s most important data – from supply
knowledge to our customers’ most complex CX chain to account information, pricing, inventory allocations,
challenges in order to accelerate value. Coupled demand planning, and operations – lives in SAP. Intelligent
with our rich, curated partner ecosystem, SAP CX CX makes it easy to couple this data with contextual
solutions support end-to-end process blueprints that information about your customers to personalize their
are tailored to the unique needs of your industry and experiences and derive the most value from every
its customers. interaction. This level of integration can also help to
improve your operational effectiveness and efficiency, and
focus your organization towards customer satisfaction.
3 Insightful 4 Adaptive
Intelligent CX uses AI to personalize the customer To adapt to the constantly changing environment,
experience and make you more efficient. The SAP organizations can’t run on monolithic systems that are
Customer Experience platform comes with a wealth difficult to pivot. However, the move to fully composable
of data. And generative AI helps teams gain valuable systems is challenging and often expensive. SAP’s
information without requiring hundreds of manual approach is hybrid composability. This model begins
hours to find and analyze it. Propensity models with platforms that deliver enterprise-grade core
identify customers’ next actions and the content that capabilities, then allows you to compose at your own
will be most relevant to them, and then serve it at pace with specifically curated solutions from SAP’s vast
the right moment, on the right channel, helping to ecosystem. 7 / 14
increase the profitability of each interaction.
The SAP Customer Experience Portfolio
Our solutions provide the ability to produce insights across the value chain, allowing you to connect real-time
business data and signals to improve loyalty, customer retention, and revenue.
E-Commerce
Drive profitable growth with connected, insightful, Portfolio
and adaptive commerce hallmarks
E-Commerce Cloud-based solutions
Marketing Customer Data API-first
Empower your Customer
Accelerate growth using
marketersMarketing
to grow
Data
trusted enterprise-wide Built-in AI and ML
customer lifetime value SAP CUSTOMER customer data insights
EXPERIENCE
Global and
omnichannel
Service Sales
Deliver on your brand Increase revenue and win
promise and Service
drive Sales
rates with intelligent selling
business growth made simple
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Commerce “We’re using
Drive profitable growth with connected, insightful, SAP Commerce
and adaptive commerce Cloud to support
our growth, both
SAP Commerce Cloud drives profitable outcomes by enabling brands to create by capturing more
connected, insightful, and adaptive commerce experiences, all on a feature-rich
top-line sales and
and scalable platform that you can trust. It also provides the flexibility to compose
improving the
at your own pace, innovate fast, and delight customers in B2C and B2B with
differentiated experiences. We help you: customer experience.”
Jim Ferolo, Vice President,
• Connect commerce processes to foster top-line and bottom-line growth Chief Information Officer,
Maui Jim Inc.
• Gain insights for enhanced business performance
• Adapt digital innovations to deliver the best customer experience
500% user increase 9 times in a row
See how Topcon Positioning Systems Inc. Learn why SAP is a Leader in the
increased its user base by 500% after it 2023 Gartner Magic Quadrant for Digital
implemented the SAP Commerce Cloud solution. Commerce for the 9th year running.
Read the story Read the report
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Customer Data Solutions “SAP’s customer data
solutions provided us
Unleash the power of customer data to drive better
with that opportunity
experiences and optimize business processes
to get to know our
SAP Customer Data Cloud offers a set of connected solutions that help customers before
businesses identify and authenticate customers (SAP Customer Identity and they walked onto
Access Management), gather and maintain consent (SAP Enterprise Consent
and Preference Management), and connect, unify, enrich, and activate customer the site.”
data (SAP Customer Data Platform) at every customer interaction by:: Iman Alomrani, Deputy Chief
• Creating dynamic, personalized, omnichannel experiences with permission-based Technology Officer, Expo 2020
customer 360 data
• Streamlining consent management, customer onboarding and frictionless
authentication, for increased security and usability
• Informing decision-making across your enterprise by connecting rich cross-channel
CX identity data with back-end business data (ERP, analytics, supply chain, and
30% more renewals 50+ countries
See how Customer Data Solutions Hear how global door manufacturer Hörmann
helped FranklinCovey achieve a 30% leverages SAP Customer Experience solutions
increase in customer renewals through to provide omnichannel support to dealers,
a single unified view of the customer. architects, and consumers in over 50 countries.
Watch the video Watch the video
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Customer Service “With SAP Customer
Deliver on your brand promise and drive Experience, we were
business growth able to deliver a
rapid return on our
Turn customer service into a strategic advantage with SAP Service Cloud. Boost
investment while
loyalty, retention and revenue with every interaction. With this intelligent
establishing a
microservices-based solution, you can:
powerful technical
• Connect customer service across the enterprise to deliver personalized and foundation for
speedy resolutions
ongoing value
• Increase your service teams’ performance with rich customer insights and AI-
driven recommendations
creation.”
• Quickly adapt to ever-changing customer needs and support new business models Tim Baker, CIO, Moen Inc.
with a composable and scalable solution
10% faster resolution Reduce cost by 41%
Explore how Goodyear Dunlop Tires See how Rheem reduced its
resolved service tickets 10% faster cost-to-serve by 40% after
using SAP Service Cloud. implementing SAP Service Cloud.
Read the story Read the story
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“Already, e-mail has
been a bit of a game
Marketing changer for Ferrara.
Personalize omnichannnel engagements to grow customer Our campaigns have
driven really high
lifetime value
engagement, and from
By delivering personalized omnichannel journeys at scale, you can meet customers an investment
where they are with what they want. SAP Emarsys® Customer Engagement is purpose perspective, it’s a very
built for marketers and empowers you to: effective channel for
• Integrate operational and customer data to personalize content and deliver building loyalty with
contextual engagements on any channel consumers.”
• Understand your customers and drive profitable growth with AI-powered insights Dan Bartelsen, Director, IT Business
and analytics Partner – E-Commerce and Digital
• Scale your business with a composable platform that makes it easy to automate Marketing, Ferrara Candy Company
omninchannel campaigns
5X personalization leader 50% database growth
Learn how SAP Emarsys Customer Engagement Discover how Puma achieved 5X
as named ‘Leader’ in the Gartner Magic Quadrant revenue and 50% database growth
for Personalization Engines 5 years in a row. within 6 months of adoption.
Read the report See the story
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Sales “Real-time visibility
Boost win rates with intelligent selling made simple of data is a game
changer. Where we
SAP Sales Cloud provides the data-driven insight and intelligence you need to help used to have month-
your sales team focus on high-value business. With this solution, you can engage
end data dumps per
strategically at scale and grow your sales operations globally to meet buyers on
their terms. SAP Sales Cloud helps you to:
country, we can now
check stock levels
• Improve sales performance by connecting data, processes, and people
or sales at any
• Understand customers and accelerate sales with contextual insights and
second.”
intelligent recommendations
David de Jong,
• Adapt, seize new opportunities, and overcome your industry-specific challenges Senior Project Manager, Topcon
with a composable solution
>25% quicker reporting 38.4% more sales
Discover how Topcon Positioning Systems Hypex increased its sales rate by
Inc. used SAP Sales Cloud to reduce time by 38.4% after implementing SAP Sales
more than 25% for full regional consolidated Cloud.
month-end closing reports. See the story
See the story
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What does intelligent CX mean for your industry?
SAP Customer Experience is helping to define a new era of CX across a broad range of industries.
B2C Retail Manufacturing
+5x Revenue 38% increase
Increased revenue from
email in sales rate
B2B Retail & High Tech Automotive
Goodyear Tire
1.5B increase 10% faster
in eCommerce revenue
time to
resolve
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Studio SAP | 83387enUS (22/10)
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