SAP Customer Experience

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

- SAP Customer Experience
Future-Proofing Your Business: Seamless CRM Modernization with SAP

Reading time: 4 mins

As the 2027 SAP maintenance deadline approaches, organizations are focusing on migrating to SAP S/4HANA for modernized IT landscapes and improved operations, while SAP offers a phased maintenance approach for those not ready to transition, and the SAP Customer Evolution Program aids in moving from legacy CRM to next-gen solutions, as demonstrated by Bosch’s successful…
- SAP Customer Experience
A Primer on SAP Sales Cloud and GROW with SAP

Reading time: 3 mins

SAP’s integration of SAP Sales Cloud into its GROW with SAP program enhances CRM capabilities for medium-sized and small businesses by leveraging cloud technology and AI to optimize the lead-to-cash process, streamline sales workflows, and improve overall sales performance and productivity.
- SAP Customer Experience
AI in E-commerce: What Digital Leaders Need to Know

Reading time: 3 mins

The integration of AI in e-commerce is transforming strategies by enhancing customer experience and driving personalized interactions, necessitating strong leadership and robust data governance to overcome implementation challenges and capitalize on emerging trends.
- SAP Customer Experience
Analyzing the Economic Benefits of Using AI-Powered SAP CX Solutions Natively Connected to SAP ERP

Reading time: 1 mins

ESG analyzed the economic benefits organizations realize when implementing SAP CX solutions integrated with SAP ERP systems. The study validates the enhanced customer experiences, cost reductions, productivity improvements, streamlined operations, and ROI from these connected solutions..
- SAP Customer Experience
SAP Commerce Cloud Market Report with Trust Radius

Reading time: 1 mins

ESG analyzed the economic benefits organizations realize when implementing SAP CX solutions integrated with SAP ERP systems. The study validates the enhanced customer experiences, cost reductions, productivity improvements, streamlined operations, and ROI from these connected solutions.
- SAP Customer Experience
How Intelligent CX Can Improve Customer Experience

Reading time: 2 mins

This year’s SAP CX LIVE highlighted customers using intelligent CX features to enrich customer interactions and the quality of their service.
- SAP Customer Experience
Webinar: Unlocking the Power of AI in Customer Experience (CX) with SAP

Interested in understanding the full potential of AI in CX using SAP? Our on-demand webinar packs in all that you need!
- SAP Customer Experience
How AI Can Maximize the Value of Your CX Solution

Reading time: 2 mins

A look at AI features in SAP CX AI Toolkit and how they’ll enhance customer interactions by the end of 2024.
- SAP Customer Experience
Case Study: How SAP Concur’s Partnership with Coveo Led to Innovative Advancements

Reading time: 1 mins

SAP Concur, a top provider of travel and expense management solutions, has enhanced customer experience and efficiency through a partnership with Coveo that implemented AI-driven search features, resulting in a 20% reduction in case volumes and improved service metrics within just months.
- SAP Customer Experience
Coveo’s 2024 CX Industry Report Uncovers that Search Has the Biggest Impact on Customer Experience and Brand Perception

Reading time: 3 mins

Coveo’s 2024 CX Industry Report reveals that while search remains the preferred method for information retrieval during the digital customer journey, a significant expectation exists for AI and generative tools like ChatGPT to enhance online experiences, with 91% of respondents desiring digital interactions that match in-person service quality.