SAP Sapphire in Orlando and Barcelona was packed with groundbreaking announcements and valuable customer interactions.
Enterprises are turning to the transformative power of Business AI to adapt to rapid market changes, increase customer loyalty and profitability, and get tangible results. But it can be hard for business leaders to separate the hype from the reality, and SAP Customer Experience (CX) remains committed to helping. SAP shared customer stories of how some of the world's largest brands have used our products to transform their customer experiences. We're building momentum, delivering 600 new innovations to our customers last year.
SAP takes a holistic, integrated approach to customer experience with configurable, extensible solutions. We align people, process, and technology across the entire customer journey to ensure a great customer experience while increasing profitability and shareholder value. Our solutions are based on the four pillars of Intelligent CX and are built on the highest standards of trust, privacy, AI ethics, and security. We create a holistic, ethical foundation for a customer-centric CX with measurable business outcomes.
The four pillars of Intelligent CX are:
- connection By design, it seamlessly integrates operational and experience data and processes to enable a holistic experience that spans the back-office and front-office while protecting TCO.
- Insightful By empowering you to rapidly transform your most critical asset data into proactive, contextual insights that drive real business outcomes, Intelligent CX helps you start your AI journey today, with meaningful generative AI capabilities embedded across our solution portfolio.
- Adaptive Extending SAP core capabilities with a large number of curated, pre-integrated and certified partner solutions allows you to experiment with agility through a hybrid configurability approach, taking the guesswork out of these critical decisions.
- Industry-specific Leveraging deep industry context, experience and knowledge across more than 25 industries, combined with a rich, curated partner ecosystem, SAP CX solutions can support end-to-end blueprints tailored to the unique needs of industries and their customers.
With these pillars in mind, we have been working hard to bring innovative features to our customers, here we take a closer look at some of them.
Enrich customer experience to maximize loyalty and interaction value
AI Shopping Assistant
Transform your B2B and B2C stores with SAP's new AI Shopping Assistant. This cutting-edge technology acts as your shoppers' personal product expert, using natural conversations to uncover subtle details and complex information that's often hidden in user manuals and spec sheets. By interacting with shoppers in-store, it identifies their specific needs and provides detailed recommendations and insights to make it easy to find the right products.
Agility and experimentation for enterprise merchants in SAP Commerce Cloud
Historically, enterprise commerce has struggled to balance commerce agility with compliance. These new capabilities enable you to be more innovative and agile while maintaining the reliability you expect from SAP Commerce Cloud.
Conversational Messaging
Marketing teams can now engage with customers using conversational messaging by sending customized one-way messages and auto-replies, or engaging in two-way conversations with customers in their preferred chat application.
Enterprise Service Management
Organizations can break down operational silos, curb redundant processes, and automate tasks to serve internal and external customers in a more effective, efficient, and personalized way.
AI Image Creation
Commerce and marketing teams can now easily create compelling, personalized product imagery by using natural language to create new product photos or seamlessly edit existing images, including changing the background or removing it completely. As a result, product visuals better reflect brand identity, improve customer experience, and reduce costs.
AI Expert Recommendations
Sales, service, and commerce teams can quickly find the right experts to answer customer inquiries and concerns. Instead of digging through emails, notes, team messages, and organizational charts, CX teams can simply type in their questions using natural language and receive recommendations on the people best suited to provide insights and answers within their organization.
AI Segmentation and Content Generation
Marketing teams can now easily create, copy, or insert new content from the catalog, and can also generate simple, easy-to-understand descriptions for existing segments or create new segments using natural language prompts.
Increase profitability with generative AI innovation
AI for SAP Sales Cloud
Empower your sales teams with AI capabilities that help you predict, automate, and personalize the customer experience.
Predictive forecast
Predictive forecasting uses AI to predict the likelihood of closing a deal across an entire business portfolio, giving CROs and sales executives more accurate insight into sales performance and revenue projections.
Predictive Product Recommendations
Predictive product recommendations give your sales team insight into the right products to suggest to customers.
AI Account Summary and Lead Booster
AI-based Account Overview and Lead Booster insights use both internal and external sources to provide your sales team with the news, context, and information they need to inform prospects and continue to manage deals.
AI Order Insights
AI Order Insights in SAP Sales Cloud helps your sales teams surface order information from SAP ERP in a highly usable way on the platform they use every day, so they’re better prepared to answer customer questions quickly and efficiently.
Enhance customer experiences with AI tailored for your business. Leverage your CX data to create, customize, and deploy secure, reliable AI tools that help generate relevant content for your business needs. Plus, integrate your own knowledge base and data sources to power generative answers for your sales, service, and commerce teams. Build AI that reflects your unique customer journey without being limited by pre-built solutions.
The innovations we announced at SAP Sapphire are a testament to our commitment to driving tangible business outcomes and delivering the best customer experiences. These innovations are available now or will be available in the second half of 2024. And we have many more exciting products in the works. Get ready for an exciting journey with our next generation CX solutions and stay tuned for future developments.
Read more about these innovations here.
Ritu Bhargava is president and chief product officer, SAP Industries and Customer Experience.
