The Latest from SAP Customer Experience: SAP CX AI Toolkit, New features planned, New Clients

[JaspreetKaur]

The unpredictable nature of customer behavior is making managing Customer Experience more and more challenging day by day. The power of Generative AI tools is growing rapidly, and SAP is not behind. SAP is revamping its entire CX portfolio with new generative AI Features including more than 10 CX role- based tools to automate routine tasks, new AI capabilities to review product tags and catalogs, intelligent Q&A which reads the e-mail from customer and points out the important questions, AI risk-based authentication capabilities and many more.

The company has also introduced the #SAP CX AI Toolkit, which equips users with a suite of AI capabilities designed to streamline repetitive tasks and expedite enterprise-wide data analysis. These tools are universally accessible via a standalone app and Joule. The SAP CX AI Toolkit features a reliable AI layer that ensures the secure extraction of data from SAP CX sources. Moreover, it offers a flexible payment model that charges based on actual usage, eliminating the need for license-based shelfware. Additionally, the toolkit includes over twenty features tailored to different user personas.

SAP has planned many new features for the advancement of its CX portfolio in coming months. Some of the planned advancements are:

• e-mail Subject Line Generator: Releaased in Q2, 2024, an AI-powered e-mail subject line generator from #SAP Emarsys Customer Engagement will be helpful to increase Campaign’s effectiveness. New subject line ideas can be generated. alternative versions of traditional subject lines can be crafted and informed decisions can be made through A/B testing of subject lines.
• Voice transcription and analysis on live phone calls in agent desktop: Scheduled to be released in Q3, 2024, the upcoming feature will enable agents to View the live voice-to-text transcription on live phone calls on their desktops and save and gather intelligent insights from the transcription.
• Configurable bundles in Composable Storefront: Scheduled to be released in Q4, 2024, new features will support for the "configurable bundles" feature and API released in SAP Commerce Cloud 2011. The configurable bundle feature will display different pricing for products that are sold together, as defined in the back end. The customer will be guided step-by-step through bundling configuration through Configurable bundling wizard support. The features for Validation of bundles added in the cart and preventing checkout if the bundle is invalid will be there.
• Implementation of B2B commerce quotes in the composable storefront: Scheduled to be released in Q3, 2024, Implementation of B2B commerce quotes in #Spartacus, which enables customers and sales representatives to start and respond to quote requests. Improves preconfigured compatibility with #SAP Commerce Cloud by providing support for the back-end commerce quote feature.
• Customer Data Insights and Analytics Automotive accelerator: Scheduled to be released in Q3, 2024, the upcoming feature will add a module on top of the standard offering of #SAP Customer Data Platform dedicated to the automotive industry. The features will provide a full solution for automotive customers such as OEMs, agencies, and national sales organizations to have a full 720-degree view of customer and vehicle data for better understanding of customer engagement.
• Personalization and segmentation accelerator for utilities: Scheduled to be released in Q3, 2024, the upcoming feature in #SAP Emarsys Customer Engagementwill embed utilities use cases with segmentation templates, personalization tokens and utilities multi-touch automated programs.

In 2023-24, SAP Customer Experience has been successfully acquiring a substantial number of new clients, with recent additions including:

• Wilko, a UK based retail chain with a revenue of around $1.9Bn, owned by The Range since 2023, has partnered with #SAP Commerce Cloud to futureproof their omni-channel plans.
• Wella, a Switzerland based hair cosmetics specialist, with a revenue of around $2.8Bn and selling 15 varied brands and operating in 100 markets worldwide, has shaped the digital transition of its customer experience, using a single data-based central environment: Wella One with the help of SAP.
• The FC Bayern club, a Germany based football club, with a revenue of $338.1 Mn now leverages data consolidated from 52 years to create the “golden fan record” and to launch personalized, omnichannel marketing campaigns to engage with fans wherever they are across email, mobile, ads, and more with #SAP Emarsys Customer Engagement.

Also, the introduction of #SAP Customer Checkout, Mobile Order allows their fans to order food and beverages directly from their seat and seamlessly pick up their order at their desired time.

• BrandAlley, a UK based online fashion retailer earning a revenue of $56.9Mn, has unlocked whole new segments of high-quality customers by working strategically with Mention Me and #SAP Emarsys. By using Mention Me tactics within their automation campaigns and email marketing in Emarsys, they are increasing both acquisition and retention.

MEGAeg, an online store with ninety locations throughout Germany, has chosen #SAP Commerce Cloud.

Overall, the SAP Customer Experience (CX) portfolio offers a comprehensive suite of solutions designed to enhance customer interactions across various touchpoints covering key areas of commerce, customer data management, marketing, sales, and customer service. By leveraging tightly integrated capabilities, SAP CX empowers businesses to deliver exceptional and personalized experiences, setting them apart in their respective industries.