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

Authors