SAP's Ritu Bhargava on SAP's AI-Powered CX Strategy | Cloud Wars Live

AI, Industries, and Customer Experience


The Big Themes


Unified SAP strategy: SAP strategically integrates Customer
Experience (CX) and Industries, leveraging its status as a big
enterprise with 400,000+ global customers. Its unique approach of
combining strengths offers comprehensive tools from supply chain
to enterprise resource planning (ERP) for a seamless,
industry-focused experience for a diverse customer base.

Retail evolution: The retail space is evolving into a
combination of multiple industries, with a focus on providing a
smooth, connected experience for customers from discovery to
fulfillment. Every step of the journey, there's a promise to the
customer that needs to be met, which software can help fulfill.

Business outcomes and AI: It's critical to
focus on business outcomes rather than getting overly caught up
in the technology itself. The goal is to deliver tangible value
to customers and optimize operations. SAP's approach to AI
involves solving for business outcomes first and avoiding
distraction by the technology itself.



The Big Quote: “... what SAP will do this year, and in the years
to come, is [to be] laser-focused on the outcome of what our
customers are asking, independent of solutions. Optimizing the
whole, looking at it as a connected, intelligent CX, that solves
for outcomes at every step of the journey."


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