It all starts with the customer.

What sort of experience are you giving your customers? Every time a customer interacts with your organization, they have an experience, regardless of what you do. The question is not if they’re experiencing but what are they experiencing. And whether you understand that experience. You need to. If you don’t, a gap will open up between what you think you’re delivering and what your customers are actually getting. This is the experience gap. Customers want experiences that match their expectations. And you need to manage those experiences to deliver on those expectations as much as you need great products and services. In the experience economy, what sets you apart from your competitors is not just the quality of what you offer. It’s how you make people feel that matters. To do this properly means listening to your customers. It means understanding how what they say relates to what you do. And it means acting on that understanding to improve their experiences. This is experience management, and it’s the key to closing the experience gap

Successful experience management requires a new way of doing things. For decades, organizations have relied on operational data (O-data) – hard data that tells you what’s going on, such as profit and loss, win rates, and cart abandonment – to inform their decisions. Today, operational data is not enough. We also need to know why things are happening. Why did a customer abandon that cart? What’s causing the high rate of unsubscribing from e-mails? This is experience data (X-data), and when it’s coupled with operational data, you have the most powerful weapon in a marketer’s arsenal: an understanding of what your customers are experiencing and how their reaction affects your business.

If you’re delivering a great customer experience, chances are your business will do well. Watermark Consulting’s influential yearly report, “The Customer Experience ROI Study,” suggests leaders in customer experience (CX) generate a stock performance up to three times higher than those it defines as CX laggards. And they consistently outperform the market, generating returns up to 45 points higher than the S&P 500 Index. Ignoring this is not an option. But together with SAP C/4HANA, Experience Management solutions from SAP give you access to game-changing tools that not only allow you to monitor customer experience, but also to do something about it.

SAP Marketing Cloud
Experience insight without complexity In the digital economy, customers have a wealth of information and alternatives at their fingertips. Their expectations surrounding the brand experience are high, and when unmet, the barriers to exit are low. It’s never been harder to find and keep the customers you need to drive growth. The SAP Marketing Cloud solution helps marketers take the reins on revenue by delivering the data and analytic horsepower marketing needs, without the complexity that slows it down. Marketers typically struggle to understand their customers because data exists in silos across their organization. SAP Marketing Cloud brings together experience data and operational data from across the enterprise for a unified view of customers that delivers powerful insights to shape marketing strategy. It improves marketing’s ability to adapt to changing customer needs, using machine-driven intelligence to engage with pinpoint accuracy and personalization that respects preferences, delights customers, and builds trust. And it helps marketers understand what’s working and what needs work, with closed-loop marketing measurements and user-friendly business intelligence that enables fast, confident decision-making to optimize marketing performance and ROI.

SAP Commerce Cloud
For years, SAP has been a leader in the commerce platform market. Its latest cloud-native products are once again reinventing commerce by providing great flexibility: from the smallest market to the largest enterprise across the globe, from a fast deployment in just a few days to a perfect fit for every business model – B2C, B2B, and B2B2C – and across industries and marketplaces. Based on cloud-native architecture, the SAP Commerce Cloud solution is open, connected, and API first, enabling you to extend at speed with an agile microservices architecture. SAP Commerce Cloud and the new SAP Upscale Commerce solution go significantly further than personalization: delivering quality, joined-up experiences; seamlessly crossing channels; spanning front office to back office; and connecting demand and supply chains. Built-in artificial intelligence– powered merchandising enables you to sell more and generate more profit by delivering individually relevant experiences. Together with Experience Management solutions from SAP (Qualtrics), SAP Commerce Cloud helps you listen to customers and optimize your approach, so customers always get quality experiences that deliver on your brand promise.

SAP Sales Cloud
Experience sales velocity Sales velocity helps your sales reps sell more and sell faster, and in alignment with your company’s strategic goals and bottom line. But sales velocity is also closely linked with a positive customer experience. How? It’s simple: improving the sales rep’s experience helps the customer’s experience. When sales reps have the tools to get relevant information to customers faster, deliver quotes faster, and process contracts faster, and the incentives to sell the right products faster, then customers tend to be happy as well. The SAP Sales Cloud portfolio automates the quote-to-cash cycle. The quote and proposal process enables sales reps to configure quotes on complex offerings in minutes, not days. Contract lifecycle management takes a contract through to completion with the least amount of friction. Combined with the ability to monetize offers to meet your business objectives, sales performance management helps ensure territories and quotas are in sync and reps are motivated by topline objectives set by you. Sales automation has never been more intuitive and complete, while sales forecasting and pipeline management help sales teams plan for the future and take action to get deals moving.

SAP Service Cloud
Experience perfect service moments Customer service is at the core of the customer experience. Every service moment is a moment of truth that puts your organization to the test. How quickly can you respond? How easy can you make it for your customers? How long will it take to get the problem solved to their satisfaction? The SAP Service Cloud solution helps organizations deliver better customer experiences in the moments when it matters most – enabling effortless self-service, supporting omnichannel customer engagement, providing on-demand field service, and bridging the gap between the front line and your operational systems. With embedded artificial intelligence (AI), you can automate and accelerate your service processes. Easy-to-build chatbots take care of routine and repetitive tasks, giving human service reps time to deal with complex inquiries. The Internet of Things and predictive maintenance enable the replacement of parts before they fail, keeping downtime to a minimum. And AI-powered “crowd service” makes waiting for the service technician a thing of the past. Listening to your customers closes the loop: get instant experience feedback and take immediate action before it’s too late. The SAP Qualtrics CX for Service solution provides proof that your service solution is working, and if it’s falling short, provides precise action items on how to fix it.

SAP Customer Data Cloud
The solutions helps companies build lasting, trusted relationships with their customers by fueling personalized digital engagements with permission based, first-party data. The cloud-native portfolio enables businesses to identify and engage consumers at scale, address data protection and consumer privacy compliance, and progressively build rich, unified customer profiles to power better marketing, sales, and services strategies. With consumer trust at an all-time low, and new data protection regulations such as the European Union’s General Data Protection Regulation (GDPR), effectively managing all aspects of consumer consent has never been more important. SAP Customer Data Cloud offers enterprise preference management capabilities that provide more transparency to consumers about what information they are sharing and what it is used for, while also giving them meaningful, self-service control of their personal data. By enabling more trusted, personalized digital experiences, companies can transform compliance from business risk to market advantage – and that’s good for everyone.