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SAP Customer Experience is a comprehensive suite of cloud-based customer experience management solutions that helps businesses drive digital transformation. The suite includes solutions for customer relationship management (CRM), e-commerce, marketing, sales, service, and social engagement. SAP Customer Experience offers integration with other SAP and third-party software as well.
SAP Customer Experience is built on the SAP Cloud Platform and uses the SAP HANA database, which delivers real-time data processing capabilities and enables real-time analytics. It is designed to help companies manage customer service requests and tickets so that businesses can provide better quality customer service while also managing customer service levels and performance. With SAP Customer Experience, businesses can offer their customers a consistent and personalized experience across all touchpoints.
Key capabilities of SAP Customer Experience include:
SAP Customer Experience is a comprehensive suite of cloud-based customer experience management solutions that helps businesses drive digital transformation. The suite includes solutions for customer relationship management (CRM), e-commerce, marketing, sales, service, and social engagement. SAP Customer Experience offers integration with other SAP and third-party software as well.
SAP Customer Experience is built on the SAP Cloud Platform and uses the SAP HANA database, which delivers real-time data processing capabilities and enables real-time analytics. It is designed to help companies manage customer service requests and tickets so that businesses can provide better quality customer service while also managing customer service levels and performance. With SAP Customer Experience, businesses can offer their customers a consistent and personalized experience across all touchpoints.
Key capabilities of SAP Customer Experience include:
- Service request management and ticketing
- Customer self-service
- Service level management (SLM)
- Field service management (FSM)
- Returns management
- Social customer service
SAP portfolio of services includes SAP Commerce Cloud Portfolio of Services, SAP Emarsys Customer Engagement, SAP Customer Data Cloud and SAP Customer Data Platform, Experience Management Solutions from SAP, SAP Sales Cloud, and SAP Service Cloud.
Key Considerations for SAP organizations:
- Transform customer experience with a complete view of the customer across all channels and clouds.With new technologies and trends emerging all the time, it can be tough to keep up with the competition. But if you keep your focus on the customer, you’ll be ahead of the game. Review this podcast about how CTOs can leverage SAP Customer Experience to help their organizations prioritize customer satisfaction as the key to any company’s success.
- Enhance organizational flexibility with SAP Customer Experience solution enabled by SAP C/4HANA. By putting the customer at the center of attention, from lead to invoicing and beyond, SAP Customer Experience solution enabled by SAP C/4HANA can help organizations adapt quickly to changing business requirements. The integration with the back end via SAP S/4HANA provides visibility into crucial information including inventory levels, current orders, and customer profiles. This allows for a more personalized customer experience.
- Prioritize investments in improved customer experiences. Read insights from this blog on how organizations should consider prioritizing customer experiences and think about investing in customer self-service technology, such as SAP Customer Experience, that provides a 360-degree view of the customer, allowing businesses to track interactions, understand preferences, and provide personalized service
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Maximizing Customer Retention and Loyalty with SAP CX for Small- to Mid-Size RetailersJan 30 — The article discusses how small to mid-size retailers can enhance customer retention and loyalty through SAP Customer Experience (CX), which offers personalized experiences, seamless omnichannel engagement, proactive customer service, effective loyalty programs, and data-driven insights.
3 minute read
SAP CX Q4 2025 Pushes Operational AI Deeper into Core Customer WorkflowsJan 15 — SAP's Q4 2025 release for SAP Customer Experience introduced out-of-the-box AI agents for customer service and sales, enhanced AI-assisted insights, new loyalty capabilities, embedding AI directly into core workflows.
3 minute read
Digitizing Handshake Quality: How Eurogast Maintains Trust at ScaleJan 8 — Eurogast, an Austrian food services wholesaler, enhances customer relationships through a flexible SAP Customer Experience platform that integrates AI to optimize ordering processes, ensuring personalized service while emphasizing that true business trust is built on human connections rather than rigid contracts.
3 minute read
From Excel to Execution: Why Pricing Technology Adoption Is Stalling Inside ERP LandscapesDec 22, 2025 — Zilliant's report highlights a critical disconnect in enterprise pricing management, revealing that while organizations recognize the importance of pricing as a growth driver, many still rely on manual processes and Excel, particularly in SAP environments.
3 minute read
SAP S/4HANA Migration Leaves Foreign Trade Functionality Gaps, Companies WarnedDec 15, 2025 — Companies migrating from SAP R/3 to SAP S/4HANA must critically evaluate their foreign trade processes, as key functionalities like preferential duty processing are absent in S/4HANA, which could disrupt compliance and international operations.
3 minute read
The Loss-Leader Illusion: What SAP Data Reveals About Pricing MythsDec 8, 2025 — SAP customers are increasingly challenged by unverified pricing assumptions that lead to profit leaks; as AI-driven pricing tools gain traction, organizations must prioritize data validation over tradition to enhance financial outcomes and adapt to market shifts.
3 minute read
Exploring the Key Components of SAP Customer Experience (CX)Dec 5, 2025 — SAP Customer Experience (CX) serves as an advanced alternative to SAP Customer Relationship Management (CRM), integrating key components like Customer Data Cloud, Marketing Cloud, Commerce Cloud, Sales Cloud, and Service Cloud to enhance customer management and drive efficiency for retailers in a competitive market.
3 minute read