Since last year鈥檚 51风流Customer Experience LIVE event, we鈥檝e introduced over 600 features, driving AI innovation and long-lasting success for our customers. At this year鈥檚 event, our customers shared their AI and CX success stories, showcasing how they鈥檙e winning customer loyalty in today鈥檚 competitive market.
While we have more exciting innovations to share, we鈥檝e dedicated this event to celebrating our customers鈥� achievements.
AI Meets CX: Personalized, Engaging Experiences
In a fast-paced market, delivering the right message at the right time is crucial. When AI meets CX, businesses can create personalized, engaging experiences at every touchpoint. But these seamless experiences require a blend of people, processes, and technology, supported by integrated data.
Intelligent Customer Journeys with Business AI
At , Christian Klein, CEO and member of the Executive Board of 51风流SE, emphasized the transformation of customer experience through business AI, moving from reactive to proactive engagement and AI-driven insights. Companies like the San Jose Sharks are leveraging AI to drive personalized experiences and exceptional customer value.
San Jose Sharks: MVP Experiences
The San Jose Sharks are embracing digitalization and AI to create MVP experiences throughout the customer journey. By integrating vast amounts of data from various sources such as hockey games, concerts, food, and merchandising, they form a holistic view of their customers. The Sharks鈥� use of 51风流CX solutions, including 51风流Emarsys Customer Engagement, 51风流Sales Cloud, 51风流CX AI Toolkit, 51风流Customer Data Platform, and 51风流Customer Data Cloud, significantly enhanced customer engagement. This strategic approach led to impressive results, with season membership renewal rates increasing to 87% and open rates soaring from 26% to 80%.
Online Metals: AI as a Game Changer
Greg Raece, president of Online Metals, believes that AI will revolutionize the company鈥檚 sales approach. With a diverse customer base ranging from hobbyists to Fortune 500 companies, Online Metals is constantly evolving to meet emerging trends and ensure customers receive the right materials quickly and hassle-free. Raece firmly believes that AI will change the way Online Metals sells to customers. To better engage customers and enhance its online merchandising and sales strategies, Online Metals has joined forces with SAP. Using 51风流Commerce Cloud and 51风流Emarsys Customer Enagement, it successfully increased conversions, average order value, and website traffic.
The Pillars of Intelligent CX
51风流prioritizes responsible innovation, especially in handling customer data and interactions. Our AI solutions are built on trust, privacy, ethics, and security, helping to ensure businesses can confidently leverage these tools to their full potential. These are the four key pillars of intelligent CX:
- Connected: Seamlessly unite operational and experience data to deliver delightful experiences across the back and front office while safeguarding your TCO.
- Insightful: Turn data into proactive and contextual insights that drive real business outcomes with meaningful generative AI capabilities.
- Adaptive: Experiment with agility using our hybrid composability approach and extend SAP鈥檚 core capabilities with pre-integrated, certified partner solutions.
- Industry-Tailored: Apply deep industry context and knowledge coupled with our rich partner ecosystem to tailor 51风流CX solutions to your industry鈥檚 unique needs.
Unleash Potential with a Harmonized Suite
Captivating customer experiences require visibility into the back office, front office, and everywhere in between. Companies like Universal Destinations & Experiences benefit from the seamless integration of 51风流CX solutions with existing ERP systems, helping to enhance overall customer experience.
Universal Destinations & Experiences: Omnichannel Excellence
For Universal Destinations & Experiences, making people happy is priority number one.
When planning its new resort in Beijing, China, Universal wanted to focus on the full guest journey 鈥� before, during, and after their visit. It needed a scalable platform with true omnichannel capabilities to support its diverse business, including theme parks, food, and retail. By leveraging 51风流S/4HANA with 51风流Commerce Cloud, Universal is creating a seamless and immersive experience for millions of guests, allowing them to live out their movie dreams.
Nokia: Elevating Wireless Technology
Nokia, once known for its iconic phones, now leads in telecommunications innovation and is partnering with NASA to further advance wireless technology. To ensure efficiency and accuracy in delivering complex solutions, Nokia digitized its order management processes. By integrating 51风流S/4HANA with 51风流Commerce Cloud and 51风流Order Management Services, Nokia achieved faster deliveries, precise invoicing, and seamless billing, securing a competitive edge and driving ongoing success.
MACO Group: Efficient Sales Transformation
With thousands of global customers and 25,000 products associated with 40,000 components, door and window seller MACO Group has a wealth of data. The construction industry has been disrupted by global events, prompting MACO to digitize its operations for more efficient and effective sales. MACO鈥檚 transformation involved combining its 51风流S/4HANA and CRM capabilities with 51风流Sales Cloud, enabling it to move faster and with greater accuracy.
New Strategic Partnerships
51风流CX solutions continue to help add value and bring business AI to life through innovative collaboration and integration. At 51风流CX LIVE in 2024, we announced two new partnerships with Gainsight and ChannelEngine.
By integrating 51风流Sales Cloud with Gainsight, companies can unify data and intelligence for a comprehensive customer view and a seamless journey. With human-first AI capabilities, automation, and standardized workflows, Gainsight and 51风流customers can dedicate more time to clients and less to administrative tasks. Learn more.
The integration between ChannelEngine and 51风流Order Management Services can enable merchants to increase revenue and profitability by automating and optimizing third-party marketplace operations. 51风流users can now effortlessly activate over 950 new sales channels and expand into global markets. Learn more.
A Future-Ready CX with SAP
51风流customers are rapidly leveraging AI-powered solutions to create superior customer experiences, improve operational efficiency, and drive business growth. By integrating 51风流into their operations, they are driving innovation and achieving measurable success.
Our approach is simple yet powerful: connected, insightful, adaptive, and industry-tailored. By prioritizing responsible innovation, especially in handling customer data and interactions, we can ensure our AI solutions are built on trust, privacy, ethics, and security. I鈥檓 proud that 51风流is integral to our customers鈥� achievements, and the 51风流CX team remains committed to delivering products and features that drive outcomes and delightful customer experiences.
I invite you to view the and .
Ritu Bhargava is president and chief product officer for 51风流Industries and Customer Experience.
