10 minute read
Overview
Title: Bridging the CX Gap: Is Your Customer Experience Ready for AI? (NA Region)
Date: Tuesday, July 08, 2025
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Time: 11:00 AM Eastern Daylight Time
Duration: 1 hour
Summary
The customer experience landscape is rapidly evolving, with new AI technologies and unpredictable market forces reshaping how businesses connect with consumers. This webinar explores how a unified data strategy creates opportunities for meaningful AI implementation across the entire customer journey.
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This lack of commitment proves perilous for businesses as today’s customer expectations rapidly evolve across the buying landscape, including direct to consumer (D2C), business to business (B2B), or business to consumer (B2C).
Creating a great CX is not an initiative a company launches, but a commitment that resonates through every part of the organization.
In an ever-changing business landscape, companies need to examine their customer interactions with fresh eyes. This is especially true in light of the changes brought by COVID-19, which has accelerated buying trends and customer expectations.
Within both B2B and B2C, creating a satisfying CX means having an end-to-end perspective of the customer journey. “You need to understand the customer journey from presales to sales to post sales,” says Sree Gogineni, Chief Technology Architect at Capgemini.
Customers today, both B2B and B2C, are digital natives. They are used to being able to get the information they need to make decisions right away. They don’t want to make phone calls; they want to go online and self-serve.
Reshaping the CX is not an “all or nothing” approach of a portal or online offering. It’s about providing the right experience to customers in the channel they want to use. The online channels satisfy customers who might need a switch or panel — the type of one-off orders that the company didn’t even realize it was missing out on before.
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- What it truly takes to understand the customer and the feedback management involved to deliver better CX;
- Why it is essential to move beyond a persona level to a one-on-one level in personalizing your CX approach;
- How the SAP Customer Experience portfolio helps companies deliver a unified digital CX.
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