Customer Experience (CX)

THIS EVENT WILL TAKE PLACE ON ZOOM

Marcus Castle & Shiva Kumar Nagawelli from NTT DATA Business Solutions will present Mobilise your Commerce Platform and provide your customers with a frictionless experience wherever they are.

Whilst Commerce Cloud pre-built storefronts are all responsive, they only offer basic mobile user journeys. In order to provide a truly exceptional mobile experience, organisations need to have a dedicated UX design-led work stream within their SAP Commerce Cloud project.

Warburtons have leveraged the Spartacus storefront to provide 2 separate shop owner experiences for Desktop and Mobile. They will show you the UX Design-Led process they followed. They will also compare this approach with the design and build of a mobile app using a low-code application development platform like SAP Appgyver.

François Genon-Catalot from SAP will present SAP CX Strategy, Innovations & Market Trends

The customer experience is a brand differentiator which impacts metrics like growth, retention, and conversion that drive core business KPIs. Explore SAP’s vision for the future of CX, including sustainable practices and the power of an enterprise customer view.

SAP will present Drive Revenue and Customer Lifetime Value through SAP Emarsys Customer Engagement

Contextual, relevant, and real-time personalisation is the key to driving customer lifetime value and revenue. While “personalisation” may seem like an overused term we all know, it is not just about tailoring a communication to a customer right when they are in the market to buy something. Personalisation is about using the data you have to better predict your customer’s wants and needs, and engage them on a 1:1 level before, during, after, and well beyond their purchase.

Educational content, ratings and reviews, customer service, in-store support, order fulfillment, order updates and product recommendations — these are some of the areas personalisation is now used to engage with a customer to build long-lasting relationships. But to make these personalised customer engagements truly resonate, they must be delivered in real time, in response to website, store, and mobile behaviors a customer may or may not perform, such as abandoning a purchase or visiting a store after receiving a geofenced notification.

With today’s brands using data to continually refine the quality of their content, timing, channel of engagements, and their ability to drive the next best experience in real-time, marketers need a flexible solution to provide the 1:1 personalised omnichannel engagements customers have come to expect. Not meeting that expectation, however, erodes a brand’s chances to build a long-lasting trusted relationship with their customers. The problem some brands face when seeking to deliver consistent personalised experiences across channels and devices resides in the siloed technologies that form most martech stacks. But fortunately, there are alternative solutions to solve this challenge.

SAP Emarsys is a leader in the Gartner Magic Quadrant for Personalisation Engines, and is the only omnichannel customer engagement platform built to accelerate business outcomes.

In this presentation, you’ll hear from SAP as they discuss how SAP Emarsys Customer Engagement helps B2C/D2C retail and e-commerce companies accelerate their business outcomes by delivering true 1:1 personalised omnichannel experiences and improve time to value with built-in analytics and Artificial Intelligence.

Customers have more choices, information and flexibility at their fingertips than ever before. The business they choose will be the one that gets them answers, options and delivery quickly and without fuss. To stand out, your business must be both agile and resilient, offering customers convenience and transparency plus the freedom to interact and explore. The SAP Customer Experience portfolio puts an incredible breadth of technology and innovation behind this promise. Its next-generation CRM and customer data tools allow businesses to understand their customers, engage them with hyper-personalised experiences and deliver on their brand promise. In the Customer Experience SIG @ UKISUG, we focus on the application of SAP solutions.