SAP Customer Experience Live 2020 Overview
Over the last half-year, we have observed the evolution of the retail market. In just a few months, there has been a change forecasted to last for several years. The situation forced entrepreneurs to immediately adapt their supply chains and business models to the new reality. The pandemic has had a profound impact on the way companies interact and communicate with their customers, and the sudden increase in e-commerce is only part of the story. Timeliness, trust, and a deep understanding of the customers’ needs have become more important than ever before. If companies want to grow and generate profits, they need to build relationships that go beyond a single transaction.
From mass communication to personalization
This year’s SAP Customer Experience Live conference theme was focused on building personal, connected and trusted relationships, and – due to the epidemiological situation – transferred entirely to the web. The annual conference, bringing together sales, marketing, customer service and e-commerce specialists, concentrates on innovative technological solutions for companies from various industries and is full of inspiring examples of the use of intelligent tools to improve business processes.
SAP introduces SAP Customer Data Platform
Many conference participants eagerly awaited the innovations in the SAP product portfolio from the Customer Experience suite. Christian Klein, CEO of SAP SE, during his inaugural speech, announced the global launch of SAP Customer Data Platform – a next-generation solution that unifies all customer data sources, respect data privacy, and activate valuable insights in real-time. “You cannot think about CX separately; it needs to be considered as an integral part of an intelligent enterprise. That’s why CX is one key element of SAP’s holistic strategy” – assures Christian Klein.
How to achieve enduring happiness?
During the “Empower Your Customers With Freedom” opening session, Paula Hansen, SAP Customer Experience Chief Revenue Officer, discussed with Ashton Kutcher, an actor, producer and entrepreneur, the power of authenticity in business and the investment philosophy behind his initiatives.
Ashton Kutcher is co-founder of Thorn: Digital Defenders of Children, an international organization with a mission to prevent human trafficking. Thorn’s priority goal is to protect children from sexual abuse and to end modern forms of slavery. This year Safer, the first commercial product used by Flickr, VSCO, Slack, Imgur, Vimeo, and GoDaddy to monitor these sites’ content, was released. With machine learning, it’s possible to detect and remove harmful content from the web and immediately notify law enforcement agencies of cases of the distribution of pornographic materials involving children.
SAP joins forces with Emarsys
If 2020 has taught us anything, it’s undoubtedly the fact that the ability to adapt quickly to the changing business environment is crucial for further development. Minimizing the risk of the disruption of global supply chains, reducing delays to deliver orders, and increasing innovation to meet customers’ ever-increasing expectations are the challenges that today’s entrepreneurs have to face every day. Strengthening international cooperation, exchanging experiences between partners worldwide, and following leaders who are using their full potential to achieve market success can provide us with inspiration, motivation, and support.
- On 20/10/2020