In today’s Cloud Wars Live podcast, Bob Evans and SAP’s president and chief product officer of Industries and CX/CRM Ritu Bhargava discuss SAP’s integrated approach to CX and Industries. They talk about the critical role of customer-focused outcomes, artificial intelligence (AI), and SAP’s commitment to optimizing the entire retail experience through innovative offerings.
AI, Industries, and Customer Experience
The Big Themes
- Unified SAP strategy: SAP strategically integrates Customer Experience (CX) and Industries, leveraging its status as a big enterprise with 400,000+ global customers. Its unique approach of combining strengths offers comprehensive tools from supply chain to enterprise resource planning (ERP) for a seamless, industry-focused experience for a diverse customer base.
- Retail evolution: The retail space is evolving into a combination of multiple industries, with a focus on providing a smooth, connected experience for customers from discovery to fulfillment. Every step of the journey, there’s a promise to the customer that needs to be met, which software can help fulfill.
- Business outcomes and AI: It’s critical to focus on business outcomes rather than getting overly caught up in the technology itself. The goal is to deliver tangible value to customers and optimize operations. SAP’s approach to AI involves solving for business outcomes first and avoiding distraction by the technology itself.
The Big Quote: “… what SAP will do this year, and in the years to come, is [to be] laser-focused on the outcome of what our customers are asking, independent of solutions. Optimizing the whole, looking at it as a connected, intelligent CX, that solves for outcomes at every step of the journey.”
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