SAP seeks to transform customer engagement
SAP is setting some big goals for a suite of future integrated digital enterprise technologies. The enterprise technology firm wants to transform the relationships companies have with their customers.
SAP plans to release a portfolio of SAP hybris tools designed to enable real-time customer profiling, digital commerce and community development. Aimed at front office users, the new tools will offer capabilities including integrated, real-time personalization, Web and mobile commerce, social customer service and more. Planned tools from SAP are envisioned to simplify the front office, helping businesses get a single, contextual view of their customers while giving each customer a consistent, personalized experience across all channels.
The planned SAP hybris Profile solution is intended to serve as the customer-centric foundation of the system, capturing all interactions, contexts and behaviors to create a continually evolving and dynamic profile of the customer. Specifically, SAP hybris Profile is planned to create a real-time dynamic profile of customers, capture customer interactions, contexts and behaviors, continuously enrich the profile, and feature specialized design for maximum flexibility and massive scale
In addition, SAP hybris Customer Experience software will offer the visual contextualization of the customer’s experience. The solution is planned to deliver a next-generation, responsive omnichannel content management system. Capabilities are set to include management and delivery of dynamic, targeted, consistent content, offers, products and service interactions, a focus on cross-touchpoint real-time optimization and context, and integration with other SAP hybris products
Furthermore, SAP hybris as a Service is planned to include an ecosystem of solution providers, microservices to administrate functionalities, and a cloud delivery model for frictionless and cost-efficient consumption of functionality.
Global consultancies and agencies such as Accenture, Capgemini, Deloitte Digital, IBM and Publicis. Sapient are being trained and certified on SAP solutions for customer engagement and commerce. SAP is also collaborating with a set of software partners, including DocuSign, Genband, OpenText and Sprinklr, with the aim of integrating key technologies with its newest solutions to deliver enhanced value in the areas of electronic signatures, real-time communications and the management of digital assets and social campaigns.