The SAP Customer Experience Live is one of the most important events when it comes to taking a look into the future of customer experience, getting to know the SAP product portfolio and the latest trends, and exchanging ideas with customers and other SAP partners.

This year, significantly smaller than before in Barcelona, but at 3 locations, SAP invited to the MVG Museum. A key question at the event was: “How do I deliver a 5-star customer experience” – comparable to the five stars that describe the quasi-maximum on most customer review portals. Marketing and personalization play an important role, B2ME is a catchphrase here – if you don’t know the customer, you cannot generate individual experiences and feelings, but also the perception and appreciation of the customer, e.g. through intelligent linking of interaction channels and, last but not least, the commitment and commitment of your own employees.

The basis of the customer experience at SAP is formed by the products related to C / 4HANA such as Marketing Cloud, Commerce Cloud, Customer Data Cloud, Service Cloud, Sales Cloud and Qualtrics. Illustrated examples of how this can look in practice, e.g. Customer journeys, follow in my next blogs.

I would like to end the article with a quote from Maya Angelous, which yesterday was often used as an aphorism and comparison for the customer experience. Because if the customer experience doesn’t generate feelings, all that remains is irrelevance:

I’ve learned that people will forget what you said,

people will forget what you did,

but people will never forget how you made them feel.



Written by David Scheffel