SAP's Intelligent CX Vision with Geert Leeman | Cloud Wars Live

SAP's CX Transformation


The Big Themes:


SAP's intelligent CX: SAP intelligent CX aims to move away
from the traditional front-office and back-office distinctions
and create a unified system that optimizes every touchpoint in
the customer journey. It involves collecting and leveraging
operational data, adopting a composable and hybrid strategy,
emphasizing personalization, and infusing AI at every step to
enhance customer interactions and loyalty.

Holiday trends: Holiday trends reveal an uptick in average
order value, while consumer behavior shows a shift from an
average of nine purchases to eight this year. Shoppers are
expected to streamline their holiday purchases to around four to
five stores, focusing on higher-value products with a bit more
emphasis on savings. Timely relevance, personalization, and
smooth interactions are crucial, as consumers are quick to
disengage if the shopping experience feels awkward or lacks
relevance.

Automotive and utilities: In the automotive sector, there is
a significant shift from traditional dealership models to a
direct-to-consumer approach, transforming cars into "stores on
four wheels." Concurrently, within the utilities industry,
collaborations with entities like Duke Energy exemplify the use
of real-time data to gain insights into energy consumption
patterns. It focuses on 24/7 availability, personalized services,
and proactive communication.




The Big Quote: "I would highly recommend to any customer
experience leader on the planet to really once try to pick up the
phone and get something arranged. It should be the life lesson
for all of them, whether you're utilities or in automotive,
retail, or CPG [consumer packaged goods]."


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