An Introduction To SAP's CX Portfolio And How It Can Be Leveraged In Client Projects - InSight Analysis - Worldwide

This report provides a comprehensive overview of SAP's current customer experience offering.

• We will define the term customer experience, focusing on the difference between customer experience and customer relationship management.
• We will list the most important acquisitions SAP has made to strengthen its CX offering.
• We will discuss each of the five pillars that make up the SAP CX portfolio.
• We will provide a summary of PAC Analyst briefings with selected services providers.
• We will look at changes in the SAP leadership team and use cases for the SAP CX solutions.

Contents:

PAC's Analysis

• Management summary
• PAC's opinion
• PAC’s recommendations

Background: CRM vs CX

• The difference between CX and CRM

Customer Experience in the SAP Environment

• SAP’s history in CRM
• Changes in the SAP CX leadership team
• The history of SAP’s CX-related acquisitions
• SAP’s current CX portfolio

Offerings from Some Service Providers

• Capgemini
• Cognizant
• Atos

Use Cases and Client References