Closer home in India, is one such perfect example: MG Motor India. A wholly owned subsidiary of SAIC Motor Corporation Limited, MG Motor is an iconic British brand founded in 1924 that has evolved into a modern, futuristic, and innovative brand over the last 95 years.

The company launched its India operations in September 2017, was quick to witness the rise of digitally savvy buyers who had begun embracing digitalization. Consumers, they observed, were now eager to access the wealth of information at their fingertips, seeking virtual experiences that provide a realistic sense of the vehicle before making a purchase decision.

Powering the pivot to digitalization

At that point, MG Motor chose to work with 51风流to start a digital journey that would improve the consumer experience. As their core partner, 51风流has played a pivotal role in digitizing the entire customer experience journey.

Last year alone, 51风流powered the of 50,000 cars sold by the brand.

In an interview with , Manish Patel, CIO, MG Motor India, explained that SAP, in fact, forms the robust backbone of MG’s dealer business suite, integrating pre-sales, sales, and post-sales journeys seamlessly. SAP鈥檚 C4C Sales Cloud serves as the key pre-sales application utilized by relationship managers across all sales touchpoints. Additionally, 51风流provides APIs hosted on 51风流CPI to empower third parties with lead generation capabilities, further strengthening MG Motor’s ecosystem.

Through our partnership, we have facilitated seamless online bookings, enabling customers to pay the full on-road amount and even request home or office delivery of their chosen MG vehicle.

Driving innovation through technology

And now with MG Motor transitioning to an advanced analytical platform, our objective is to provide them with an even better, deeper, and more transparent experience, further enriching all touchpoints across the customer journey.

In essence, MG Motor is on a remarkable journey of technological transformation and customer-centric innovation and setting new benchmarks in the automotive industry.

Read the full interview here:

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“Its centralized business management solution integrating pre-sales, sales, and post-sales journeys of the customer. 51风流C4C Sales Cloud forms the key pre-sales application used by relationship managers across all the sales touchpoints. In addition, APIs hosted on 51风流CPI are provided to all third parties for lead generation,” he said.

The full story can be read here:

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For ArcelorMittal Nippon Steel India (AM/NS India), creating a hassle-free smarter steel buying experience and ease of doing business for their customers is key. In pursuit of this goal, the company undertook a pioneering digital initiative to create a smooth buying journey for its B2B customer. 鈥淲e want to be the digital benchmark, at least in the steel and non-ferrous or manufacturing sector in terms of customer experience,鈥� says Akshaya Gujral- Chief Sales Steering & Distribution, AM/NS India.

Customer Experience Crafted with Technology

Technology is not only at the heart of the company鈥檚 manufacturing operations and product development but also prominently in its customer relations, says Gujral.

AM/NS India produces smarter steel by applying technology and innovative manufacturing processes to optimise use, minimise waste, reduce production time and critically lowering carbon emissions.

Apart from constantly promoting a culture of innovation not just within its organisation but also among stakeholders, the company constantly works towards delivering the brand promise of 鈥楽marter Steels, Brighter Futures鈥� for people from all walks of life 鈥� something that has been encapsulated in its recent corporate brand campaign 鈥楻eimagineering鈥�.

鈥淗ence, when we talk about digitalisation, what we mean is using the latest technology to bring maximum transparency to our customers and thus assuring them that we can be their long-term partners in everything they do.鈥�

The commerce site, E-Sales, launched in February 2022 is the result of this vision 鈥� to be the most 鈥渟uperior digital platform鈥� promising ease of doing business.

In a little over nine months, it has since transformed the way听AM/NS India engages with its customers. For the company, the pandemic just served to underline what they were already working on 鈥� crafting a seamless digital commerce B2B experience. The strategy now involved rolling out the same technologies and experiences for its customers in India with an eye on the future 鈥� 鈥渕aking it easier for the customers to buy tomorrow鈥�, as Gujral says.

The vision required careful strategising and factoring in the changing needs and demands of the customers. To achieve this, the AM/NS India team worked on the 鈥渢hree pillars鈥� that the company still propagates. The first pillar, Gujral elaborates, is satisfying customer experience. But to reach all the requisite information to the customer, you need an empowered sales function. Hence, the second pillar is the sales team鈥檚 empowerment. The third pillar is value creation, which results from the first two pillars working synchronically. The central theme binding the entire strategy is the customer focus. As Gujral explains, 鈥淭he change is being driven by the customer and so we decided to be customer-focused, with the customer at the centre of the entire digital journey. Our DNA, which is core to AM/NS India, is customer experience, and we worked around this.鈥�

Planning also involved interactions and discussions with the customers to understand what they want from their digital journey. Data-driven technology was used to derive insights on 鈥渉ow do we focus on the right things? How do we make sure that this is what the customer is looking for? How do we make it an agile platform that works at very high speed to deliver with the least amount of clicks for the customer to place an order?鈥� explains Gujral. Creating a satisfying digital experience for the B2B customer also involves providing them with the feeling that they are in control, as trust is key to unlocking the potential order.

The onboarding and customer buy-in is a journey in itself, says Gujral. 鈥淵ou keep adding customers and you keep adding that trust to buy online and it’s not just a one-time journey. You want to provide such a customer experience that they come back again saying this is smoother. This is better. This is more transparent and this is more convenient.鈥� To ensure this, AM/NS India created a physical support model to help smooth the initial digital journey of the customer. The sales team could be physically contacted, if required and was exposed to the entire technology to enable them to support the customer in their digital journey, gently pushing them to move to the digital platform.

SAP: Reliability, as a Calling Card

鈥淲ith a vision to enhance customer experience and to become a smarter digital brand we began looking at the options in the market in terms of platforms that aligned to it,鈥� says Gujral. After extensive market research, tests and trials, AM/NS India narrowed down to 51风流as a partner because it offered the 鈥渞eliability鈥� that they wanted. As Gujral explains, 鈥淭hat (reliability) was one of the most fundamental requirements because if the initiative goes wrong it’s outside your control because it’s a digital world. So we were looking at a very reliable and approved technology. This is what egged us to go with SAP. They have a very strong platform, which is also on the cloud and is quickly scalable. Thus during our evaluation, we came to the final conclusion 鈥� let’s go with something that is proven, that is reliable. So reliability has been a strong point for going for the partnership.鈥�

Gujral calls E-Sales, based on 51风流Commerce Cloud that integrates the buying processes to offer a seamless omnichannel experience to the customer, 鈥渁 work in progress鈥�. Omnichannel is a nice term but a difficult concept to follow through, says Gujral. It requires that a customer gets the same satisfying experience across channels. To design the omnichannel experience, AM/NS India first mapped the customer journey 鈥� how does the customer buy smarter steel in the Indian market? Then the exercise involved mapping it to 鈥渉ow we want them to buy not just today but also in the future, say five years down the line, because when we talk of omnichannel, we also mean the future.鈥� Armed with this vision and with the technological inputs from SAP, vetted and verified, a solution was curated based on the experience and feedback. The question now was, 鈥淗ow do we bring this vision from today forward and patch it up for the next five years?鈥� This is how 鈥渨e have gone about it鈥�, says Gujral, adding that they have also created a specialized team to work exclusively on digitalization. 鈥淲e have curated a solution for the MSME sector and are also working on curating different solutions, on similar platforms for different kinds of customers.鈥�

Gujral identifies stakeholder onboarding as a top challenge in the entire process, followed by the business requirement document. 鈥淵ou need to be very clear because the business requirement document actually says what you want to develop, how you see your journey, what you want to give to the customers, what is going to be the training, what are the timelines, etc. 鈥� the entire blueprint.鈥� The third challenge is finding the right system integrator because you need someone to amend the technology to as per your specific needs. The next challenge is putting up a governance and steering committee to ensure the timelines and milestones are delivered. 鈥淎nd at each point of time when you have a deliverable, you go back to the users of this technology to test it and then come back with the feedback to see what can be improved. If you put take these challenges in the right spirit, then you have a very well-defined route to success鈥�, assures Gujral.

At AM/NS India, the outcomes of this carefully calibrated journey are already visible. Gujral counts the scalability of the technology as the most important advantage. 鈥淚t is cost effective and much faster. There is an increase in market reach with an overall improvement in customer satisfaction and brand recall. We are also offering curated product catalogues from our fulfilment centres matching customer requirements. Most importantly, we are successfully converting traditional buying to online through a simplified process and providing speedy resolution of customer complaints. We are also looking at making this platform adaptable to the different category of customers.鈥�

A Future-Ready Platform

AM/NS India is all set for the future with the platform that Gujral calls 鈥渧ery robust and futuristic鈥�. He calls the look and feel of the platform great and says it is versatile and can be used for more than one service. 鈥淚t’s like creating a large house with different doors for different kinds of people to enter. This platform helps you with all your customers, smaller and larger.鈥� Additionally, the flexibility of the platform allows AM/NS India to integrate other solutions from other software providers. Gujral appreciates that the platform has scalability and adaptability, being a futuristic platform. Another plus is that it’s on the cloud. 鈥淎ll these together give you the winning combination,鈥� he concludes.

This article was originally printed and published in Forbes Magazine in December 2022. You can access the digital version of the news coverage here:

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This article was originally printed and published in Forbes Magazine in December 2022. A digital version of this news coverage can be seen here –

The post Daikin India: Leading with Sales Transformation appeared first on 51风流India News Center.

is one of India鈥檚 fastest-developing home solutions providers with a commitment to fulfilling global sanitaryware aspirations with exquisite designs that celebrate intricacy and attention to detail. A public limited enterprise listed with SEBI, CERA Sanitaryware is spearheaded by Mr. Vikram Somany, Chairman and Managing Director, who turned his vision into a living reality in 1980.

For enterprises to mitigate disruption and streamline independent business processes, especially in the sanitaryware industry, technology is a potential driver for growth and transformation.

Considering the ever-growing demand for consumer essentials, organizations must leap forward and leverage future-proof technologies to inspire flawless customer experiences.听With a relentless drive and the conviction to encourage innovation through quality and a customer-centric approach, CERA Sanitaryware was built on a foundation that transpires excellence through transformation.

On the path towards realizing their goals, Deepshikha Khaitan, the Joint Managing Director at CERA Sanitaryware Ltd, said, 鈥淭he CERA Digital Era started with the dream of becoming the world鈥檚 finest brand built on the foundation of technology. Our commitment to technology lends us a competitive advantage that is unparalleled. Since its inception, we have invested in state-of-the-art manufacturing plants to achieve the highest standards of quality. From manufacturing precision to impeccable body finish, our factories ensure every product meets CERA鈥檚 quality benchmarks鈥�.

Commenting on the CERA鈥檚 focus on growth via transformation, Anupam Gupta, Executive Director, Technology, said, 鈥淭he CERA Edge is built on the foundation of technology. Our commitment to technology lends us a competitive advantage that鈥檚 unparalleled鈥�.

For an enterprise to strive amidst adversity, a forward-thinking organization like CERA Sanitaryware Limited needs to leverage digital technologies to drive innovation. Especially in offering personalized customer experiences, the goal must be to design a framework that optimizes business excellence for a user-centric approach.

Driving Business Excellence and Streamlining CX with

As an enterprise offering state-of-the-art sanitaryware solutions across diverse income classes, CERA is built on the foundation of technology that provides a competitive advantage. Furthermore, with quality as a core vision, CERA Sanitaryware Limited has invested in future-ready manufacturing plants, translating their commitment to providing the best customer experience.

Manish Chandegara, CIO at CERA, spoke to us about how the integration of and 51风流C4C in 2017, with PwC as their implementation partner, paved the way for business growth. This transition inspired possibilities that facilitated automation across independent business functions for efficient data management and control. Here are key business outcomes after the implementation of 51风流C4C at CERA:

1. Documenting order pre-requisites became easier and accessible on a unified platform
2. Access to quotations, rates, and order status available on iPad/mobile/laptop, reducing the average turn-around time from 10 days to 1 day
3. With a single click, the back-end team gets a detailed report about pending and completed orders, including the status of current projects
4. Efficient consolidation of reports
5. Assisting sales representatives at CERA to leverage digital platforms for an omnichannel experience

Creating Impact within CERA

Talking about his journey as a CIO, Manish Chandegara spoke about working with various corporate giants. Manish has served for more than 15 years in higher management positions, which lent him the experience to spearhead the transformational journey for CERA in customer experience.

鈥�After the 51风流C4C model was implemented, whenever our salesperson visits customer locations, he is empowered with rates, quotations, and other details on his mobile device. So, what sometimes used to take a few days has now shrunk to just one day. This is the biggest achievement鈥�, Manish Chandegara quoted on CERA鈥檚 success with CX transformation.

In our brief conversation with a senior executive at CERA, he remarked how his team鈥檚 job had become much more manageable, seamless, and data-driven after implementing 51风流C4C into their business systems. He added that large tiles orders can now be executed quickly and effectively after CERA implemented the 51风流C4C Tiles module.

The sales team at CERA also commended the implementation of 51风流C4C and its impact on CERA鈥檚 growth and transformation, stating, 鈥淐4C helped us to make faster decisions and improve sales order tracking.鈥�

They achieved this by incorporating the latest technologies like 3D prototype printers, fully automatic chrome plating, robotic grinding, polishing, glazing, and pressure casting machines at our faucets and sanitaryware manufacturing factories. As a result, CERA continues to be the leader in the industry with its futuristic technological advancements.

The Roadmap for the Future

In their roadmap for the future, CERA aims to:

1. Leverage a future-ready growth framework
2. Implement and integrate two more 51风流C4C modules
3. Upgrade existing 51风流solutions with BI, Artificial Intelligence, and Customer 360
4. Focus on data security and compliance

After the implementation of the Customer 360 model by SAP, CERA will be in a position to:

1. Leverage an omnichannel experience
2. Enhance their customers鈥� experience
3. Empower customers to access their warranty status seamlessly

Commenting on CERA鈥檚 transformational journey, Sudeep Singh, VP and Head of CX Business, 51风流Indian Subcontinent, noted, 鈥淪AP, as a business transformation partner, is committed to empowering enterprises to reach their highest potential and spark innovation across the organization.听CERA embarked on that journey with 51风流keeping their customers core to their growth and vision. We鈥檙e honored to partner with CERA in helping them streamline their customer experience, which directly impacts their growth and bottom lines. We look forward to deepening our relationship and helping CERA leverage the true power of 51风流C4C and Customer 360鈥�.

Here on, considering how CERA Sanitaryware Limited leveraged 51风流C4C and 51风流S/4HANA to invest in a customer-centric strategy, innovation-led transformation is definitely on the cards. The focus for the future, however, is to streamline business functions and integrate them with other modules of 51风流C4C.

The post CERA Sanitaryware Drives Digital Transformation and Business Excellence with SAP appeared first on 51风流India News Center.

Until a few years ago, there was an accepted nature of the interactions between BPCL and its customers. There was no unified view of the company from the customer鈥檚 perspective 鈥� for example a fuel customer had little idea of the LPG or lubricant business, while the company did not have visibility into the customer鈥檚 holistic energy needs. The digital transformation initiative aimed at changing this customer experience based on the three pillars of trust, convenience and personalization.听听

Raman Dhillon, Head of Digital Transformation at BPCL says, 鈥淭oday鈥檚 customers expect the same kind of a user experience from us as they would from a Netflix or Amazon, where things happen at a single touch without hassles. We need to step up to deliver this across our touchpoints with them.鈥� The belief of the project was to keep the customer experience front and centre, giving a single window view into BPCL鈥檚 offerings and enabling transactions in a trusted, secure and personalized environment.听

Bharat Petroleum Corporation Ltd (BPCL) – Drivers of Digital Transformation

At the leading edge of this initiative was the Hello BPCL app, that presents a unified super-app style of functioning to access fuel services, LPG services, lubricants and more to a customer. For example, to address customer issues of trust at fuel stations, the app allows you to pre-buy a certain value of fuel and pay for it digitally. Once at the fuel station a simple QR Code scan loads the fuel value into the system, leading to a seamless experience with no human intervention. Another area of customer confidence building was with the fluctuations in fuel prices. In a volatile fuel price market, customers are naturally anxious whether they are being charged the correct rate. Nozzle-level technology at BPCL鈥檚 fuel stations ensures that if there is any discrepancy detected in the fuel price loaded on the system the nozzle is automatically deactivated. The technology layer required to bring these changes to life reflects the commitment to the customer鈥檚 experience and enhance their quality of interactions with the company.听

Riding on the comprehensive, yet flexible omnichannel strength of the 51风流Commerce Cloud, BPCL reimagined its customer journeys across different persona types to digitally transform the customer experience. It began engagement with business leaders at over 400 workshops where the teams aided by 51风流functional experts shaped the technology and processes for better customer-centricity. But in order to deliver this experience, it was important that the supply chains were also totally integrated, with a real-time view. This led to the birth of the command control centre, called IRIS 鈥� a single system to monitor and control all BPCL assets, enabling safety, security & compliance and most importantly, flawless customer experience. The teams re-created seamless processes for customer onboarding, ordering, payments, fulfilments, etc. across omni-channels environments like mobile apps, websites, etc.听听

Enhancing the CX Transformation Journey

听鈥�In the process of crafting the customer experience transformation journey, the role of 51风流has been extremely important. We got all necessary support to ideate and implement the right solutions to achieve this scale. This partnership will be remembered for a long time鈥�, acknowledges Mr. Dhillon. The 51风流team found this engagement enriching as well.听 鈥�BPCL is spearheading an innovative approach towards easing the lives of Indians and building the nation,鈥� says Sudeep Singh, Vice President and Head of CX Business, 51风流Indian Subcontinent. 鈥淲e are privileged to collaborate with BPCL in its journey to enhance customer experience and also boost the vision of 鈥楧igital India鈥� at scale.鈥�听

Future of CX Transformation

The future holds exciting promise for a digital journey of such epic proportions. Plug-n-play cloud solutions, EV charging stations, regional language enabled chatbots that cover over 600 customer scenarios are all initiatives that are set to push the envelop forward.听听

For 51风流partnerships the integrated Customer Experience (CX) is one of the key levers of digital transformation. It is a fusion of channels, such as retail outlets, customer service desk, self-service kiosks, online chat, chatbots, personalized physical robots or virtual assistants. Companies like are transitioning from brick-and-mortar to omnichannel businesses, empowering customers with its digital initiatives to ensure a seamless, trust-positive, convenient and personalized shopping experience.听

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What is customer experience marketing?

Customer experience marketing is a strategy used by companies to become customer-focused and drive organizational growth by designing strategies around meeting customer needs. It deals with improving the ways with which customers interact with an organization’s products and services. Thus, CX marketing helps in:

• 听 听Enhancing interactions with the customers
• 听 听Improving customer satisfaction and loyalty
• 听 听Increasing customer base through word-of-mouth marketing
• 听 听Increasing organizational revenue

CX marketing uses tools and solutions to precisely gauge what customers want and expect, rather than depending on guesswork. For example, a customer experience platform can tell you what your clients think about your company, while a customer service CRM can give you detailed information to create a 360-degree customer profile. All of these help in creating a pointed marketing strategy that appeals to your target audience

What are the CX marketing trends we will see in 2022?

According to , organizations that successfully convert CX from responsive to predictive and use technology to create sympathetic, personable, compelling, and relevant experiences will have a competitive advantage in 2022. Thus, organizations need to bridge the gap between creative design, human contact, and intelligent data analytics at an extreme scale.

Accordingly, here are some CX marketing trends that will enable enterprises to drive personalization to new levels while keeping customer needs and sensitivities in focus.

1. There will be increased deployment of data-driven technologies

Data is now at the center of the customer experience, and businesses are embracing new technologies that allow them to use data better. Adopting these technologies will let firms link systems and reduce silos to establish a common data source that enables more effective customer engagement and corporate growth. This will result in a better level of customer experience maturity and efficient data collection, analysis, and application to allow the entire organization to understand the customers better.

2. Hyper-personalization will be key

According to new assessment of 2022 CX trends, hyper-personalized and one-to-one encounters will be more prominent this year. Netflix is a wonderful example of hyper-personalization, with recommended content based on each user’s viewing history, likes, and ratings accounting for 80% of their video options.

By studying the customer鈥檚 preferences, feedback, purchase history, recommendations and customer service interactions, organizations can provide products and services that are a perfect fit.

In the end, data will be the key to excellent customer service in 2022 and beyond. However, the key to success is to have a clear plan in place, which includes a data-mining method and a solid analysis technique. As a result, we may anticipate more investment in data purification, integrated data points, and fine-tuned client experiences.

3. However, brands will need to balance privacy concerns with personalization attempts听

Putting customers at the heart of everything the brand does is more vital than ever. Therefore, there will be an increased thrust on prioritizing privacy and being upfront with customers about how this data will be utilized to deliver a more personalized experience are examples of this. Accordingly, Marketers must focus on obtaining rich first-party data that will improve the brand experience for customers, rather than relying on third-party data. This ensures that companies invest in customers鈥� loyalty rather than throwing money at buying access to clients through other channels.

4. Human-to-human interactions will remain crucial

Multiple studies and surveys have shown that customers want to talk to a human being, therefore contact centers must focus on agent preparedness in 2022. While chatbots have replaced some basic interactions to increase service, efficiency, and costs, the true customer experience will be found in human-to-human interactions. A game-changer will be technologies that improve human engagement in customer encounters and build trust through real-time prompts.

Technologies that will be at the heart of CX marketing trends

All of the above predictions point to a common factor- technology. The pandemic drove marketers to experiment with new tools and solutions they would not have considered otherwise, ranging from simple video conferencing to chatbots. Choosing the right marketing technology to help generate a better customer experience can be difficult for many organizations. Here are a few of the most effective marketing tools that will help you elevate your consumer experience:

• Customer Service CRM and CX platform- When customers interact with an organization, they consider it as one standalone entity and not as multiple departments divided into sales, marketing, design, etc. Therefore, to provide the best customer experience, organizations should limit internal departmental silos and allow the free flow of information. This is where Customer Service CRM and CX platforms come into play.These systems allow organizations to view all the customer information in one place and provide real-time information to make strategic decisions. This enables the improvement of the omnichannel experience by unifying all customer experiences in central locations. The growing popularity of these tools is a testament to their usefulness. For example, the听stood at USD 7.7 billion in 2021 and is expected to reach USD 18.9 billion during the 2022-2028 period, growing at a CAGR of 13.9 percent.

• Connected Enterprise- A connected enterprise monitors IT equipment and links them to all key hubs in an organization, providing real-time data for gaining insights and predictive analytics. As per, the globally connected enterprise market stood at USD 267.7 billion in 2020 and is expected to reach USD 3167.6 billion by 2030. This growth is driven by the increasing requirement for automation and cloud computing among various industries.
• Internet of Things and Artificial Intelligence- These technologies will be used more going forward as they help increase an organization鈥檚 efficiency and effectiveness while interacting with customers. Their use is expected to be most seen in departments such as customer service, CRM, marketing, sales, product design, and support.
• Metaverse- This is a recent term that is catching up in all customer experience circles. It mainly deals with a digital environment where customers can interact, connect and collaborate using avatars. While the Metaverse can be used to gain better insights into customer preferences and provide a more personalized service, it is held back by the lack of a user-friendly interface and limited accessibility for only niche/large-scale companies. However, if these issues are resolved, this could become a game-changer in the way companies interact with their customers. The most recognizable push for the Metaverse came from Facebook, which changed its name to Meta Platforms Inc. or 鈥楳eta鈥� and indicated its interest in developing the metaverse technology.
• Wearables- Devices such as fitness trackers and smartwatches have gained a lot of interest. Sample this: Over of the consumers surveyed for a study stated that they may start using or increase their usage of wearable devices by 2025. 78 percent said that they would be using their wearable device to control other devices.
• Companies can use the valuable data provided by these devices through the embedded IoT sensors (with the customers鈥� consent, of course).听听This will help improve the customer experience by dispersing relevant feedback and real-time information to all stakeholders.
• 听Virtual Reality (VR) and Augmented Reality (AR)- Even though AR and VR are often employed in gaming and entertainment, there is now a concerted effort to incorporate these developing technologies in major industries. Businesses are also starting to see the value of VR and AR in improving their CX. As technology advances and gear (headsets, consoles, etc.) becomes more accessible, businesses will be able to add new aspects to their environments for a fraction of the expense of brick and mortar. In fact, according to surveys, of stakeholders believe VR will overtake in-store CX activities in the next five years.

• Chatbots and smart assistants鈥� From a hands-free way of providing recommendations to customers to ensuring quick responses to customer queries, chatbots and smart assistants play an essential role in CX in a modern organization.

The Final Word

Marketers must keep on top of CX trends in 2022 and beyond to exceed client expectations. Whether using data to give a genuinely personalized experience, exhibiting authenticity, or creating micro-moments with the correct content at the right time, putting the customer experience at the center of a marketing and communications strategy should be their focus for 2022.

Through, organizations can strengthen and scale their businesses by making use of opportunities to identify, retain and attract customers. With solutions relating to e-Commerce, sales, service and marketing, 51风流can help brands provide the smooth, unified customer experience that the consumer of today demands.

The post Customer Experience Platforms – CX Marketing Trends in 2022 appeared first on 51风流India News Center.

The company also announced a number of new innovations to help customers transform business processes, drive improved performance and run their best.

Highlights of these planned innovations include:

Business Process Intelligence Solutions Now Offer 51风流Process Insights

As part of the听听(BPI) portfolio, the 51风流Process Insights solution enables organizations to analyze and improve their real-world business processes. EY, Deloitte and Infosys Limited are the initial strategic partners working with the BPI portfolio from 51风流to help organizations transform. To learn more, read 鈥�51风流Announces New 51风流Process Insights Solution for Quick and Easy Understanding of How Well Processes Perform.鈥�

Verify, a New 51风流Concur Feature, Uses Artificial Intelligence and Machine Learning to Simplify Expense Auditing

The Verify service, a new feature of听, uses AI and machine learning to automatically identify potential expense report issues and anomalies, and flag them for company auditors to review. The AI models are built from analysis of more than US$1 trillion in spend and tens of millions of expenses and receipts. This AI-powered experience means auditors don鈥檛 waste time reviewing compliant expense reports, but can detect issues of compliance or fraud. To learn more, read 鈥�Verify Applies Artificial Intelligence and Machine Learning to Simplify Expense Auditing.鈥�

51风流Upscale Commerce Is a No-Code Solution Enabling Direct-to-Consumer Engagement

The听听solution is an online commerce, no-code solution that lets midmarket retailers create an omnichannel shopping experiences in minutes. With built-in AI, retailers can provide personalized offerings based on a 360-degree view of their customer from social sentiment and purchase data. With a headless API architecture, retailers can provide customers real-time information about their purchase and delivery through any channel. 51风流Upscale Commerce is integrated with听听to help ensure customer-facing experiences work with back-end finance, logistics and fulfilment systems to deliver a smooth customer experience. To learn more, read 鈥�51风流Upscale Commerce Offers Midmarket Brands No-Code, Maintenance-Free Path to Direct-to-Consumer Engagement.鈥�

A Trio of New 51风流Business Technology Platform Capabilities Surface Insights from Data

The听听solution now offers听. These capabilities link operational, financial and people data to give organizations more comprehensive insights into their workforce. To learn more, read 鈥�Enabling Human-Centric & Data-Driven Workforce Planning.鈥� The new听听lets customers and partners connect to data providers across industries and lines of business to gain insights for better decision-making. 51风流is also expanding its low-code/no-code offering:听听services can now capture and automate user interactions and integrate with 51风流Process Insights to identify high-impact automation opportunities.

You can learn more about updates to 51风流Business Technology Platform and get other news in the听.

Many of the solutions mentioned in this announcement are available to try and buy on听. Visit the听51风流News Center. Follow 51风流on Twitter at听.

About SAP

SAP鈥檚 strategy is to help every business run as an intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 77% of the world鈥檚 transaction revenue touches an 51风流system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into intelligent enterprises. 51风流helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want 鈥� without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, 51风流helps the world run better and improve people鈥檚 lives. For more information, visit听.

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The post Empowering Customers with New Innovations Announced at SAPPHIRE NOW appeared first on 51风流India News Center.

Customers鈥� expectations evolve rapidly in today鈥檚 digital world, which only increases the pressure for businesses to meet them. So how do businesses provide a superior omnichannel experience for their customers now while remaining poised to adapt to the customer of the future? The answer is cloud. Investing in cloud solutions and technologies can help give businesses that competitive advantage they need.

As the margin of error for businesses slims and customers increasingly prefer digital channels for their shopping experience, businesses need to use this competitive advantage to connect with their customers on multiple levels. They need to demonstrate their value as a trusted supplier, relevant brand, and committed partner. Maintaining this reputation is no easy feat given the endless number of options customers have at their fingertips and how quickly a poor experience can send a customer running to a competitor.

To maintain the relationships with their customers, businesses need to understand them at a holistic level. They need to have deep insights into the behaviors and desired experiences of their customers to proactively create and engage opportunities and react quickly to challenges. For many 51风流customers, cloud technology connects those customer data points and sets the foundation for more intelligent data capture, processing, and analysis. Before the pandemic,听听were already planning to employ cloud-based technologies for 61% to 100% of their digital commerce solutions. And now, B2C businesses are following the same path to engage customers with restrictive in-person policies.

Taking the Customer Experience to the Cloud 鈥� with Confidence

When moving from an on-premise environment to a cloud landscape, most organizations quickly realize that the experience is unlike anything they鈥檝e seen before. Challenges exist for both the business and IT teams. Organizations must adapt to a mindset of standardization over customization, more frequent releases containing new innovations designed to improve their business, and foundationally new products that they lack knowledge and experience administering.

The听听offering can help organizations overcome those challenges to help ensure a successful transition to the cloud and adoption of optimal business processes, leading to better user experience. The offering orchestrates a success plan including a comprehensive portfolio of exclusive resources to optimize the consumption of cloud solutions and technology from SAP.

The underlying goal of 51风流Preferred Success is to help customers leverage cloud solutions the right way for their business. We work with our customers to help ensure their cloud investments play an integral role in helping them reach their desired and expected business outcomes.

Through an extensive community of users, business peers, and product experts, customers receive guidance on the latest functions. A dedicated customer success manager (CSM) acts as the partner for success for customers. The CSM helps ensure milestones and goals are being met through close collaboration with customer teams and by orchestrating the necessary resources for success.

Each phase and milestone 鈥� such as an implementation or a new release 鈥� is supported by 51风流Preferred Success. Customers鈥� goals and key initiatives are integrated into the approach to help ensure the delivery of the expected outcomes and the overall digital transformation strategy.

Driving Continuous Value that Resonates

Without question, today鈥檚 competitive landscape is full of challenges primarily centered around the experience of customers. But don鈥檛 forget that a slew of new opportunities is emerging and quickly becoming a point of differentiation in a rapidly evolving digital marketplace.

It鈥檚 a juggling act to handle all this change. Beyond just implementing new technology, businesses need to commit to a fundamental and permanent shift in their digital strategies, processes, and mindsets to serve customers better. And with 51风流Preferred Success by their side, they have the insight-driven, prescriptive, and personalized support they need to build the right customer experience.

Get more real-life insights on 51风流Preferred Success through the series,听Heading to the Cloud with 51风流Preferred Success, and learn how your entire company can accelerate cloud adoption and business outcomes with insight-driven, prescriptive, and personalized guidance and support.

Stay in the conversation by following 51风流Services and Support on
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Timothy Curcio is global director of Customer Engagement & Experience at SAP
This article was originally featured on the global 51风流News Center.

The post 51风流Preferred Success Reveals the Cloud鈥檚 Influence on Customer Experience appeared first on 51风流India News Center.

This seems as straight forward an ambition as any 鈥� but the road to a happy customer base is far from smooth, especially when Supply Chain Leaders face an unprecedented amount of challenges. With pressure from innovative competitors to maintain customer satisfaction and, the need for businesses to keep an eye on new trends and rising expectations is greater than ever.

The key, some believe, is to create a customer-centric organisation. Fortunately, Supply Chain Leaders are in a better position than most to achieve this. Having an all-encompassing view of the lifecycle of a customer鈥檚 purchase, they鈥檙e better able to identify where businesses may be falling short 鈥� which may be why two thirds of Supply Chain Leaders say that meeting customer demand has actually grown easier over the past three years. It鈥檚 not enough to simply pinpoint areas of friction in the process, businesses need to be able to quickly act on their predictions for them to have value. But how? The answer is real-time data.

Follow the Leaders

From increased resilience to better supply chain visibility and seamless collaboration with other businesses and suppliers, there鈥檚 so much to be gained from having a handle on your data 鈥� and you may soon discover that your supply chain isn鈥檛 quite as simple or efficient as you think. Supply Chain Leaders are more likely than others to say their manufacturing processes, sustainability metrics, geographic footprint and quality control measures are highly complex. Part of their success against the odds might be down to the sophisticated methods deployed to collect the data. Over half use AI and predictive analytics to capture insights, freeing up valuable time and making data collection both more efficient and reliable.

However, their success can also be attributed to what they鈥檝e done with the data. Over 80% of Leaders say they鈥檝e been successful in breaking down organisational slices across the entire product value chain to flatten their complicated processes 鈥� a development that tends to go hand-in-hand with improved internal functions and better collaboration. With fewer stages to go through, the flow of information becomes streamlined. This gives companies the ability to be more agile in the way they approach sudden issues. As a result, evidence-based decisions can be made a lot faster, and their positive effects will ripple through the supply chain much quicker.

So, Supply Chain Leaders are doing a fantastic job of simplifying their organisation but the need for improvement persists. Most Supply Chain Leaders reported having greater visibility than other types of business, but few said they had full transparency. With self-confessed more complex processes, it鈥檚 crucial for Leaders to maintain visibility of their suppliers and sub-suppliers in order to reduce their exposure to supply chain risks. The same goes for supplier sustainability practices in particular, which 78% cited as an important area to have visibility over, but just under one quarter claimed to have achieved. So, what should Leaders be doing to further aid their mission of supply chain simplicity and putting the customer first?

Futureproofing the chain

Leaders are an innovative bunch. They overwhelmingly ranked using automation to perform routine tasks as a top strategic goal, and all of the Leaders surveyed have deployed intelligent technologies at scale in their supply chains, from . It鈥檚 no surprise when you consider the benefits. Of Leaders using RPA, 88% say it helps them to deliver a customer-centric experience, while just under that said their use of Big Data increased both visibility and flexibility.

And if that isn鈥檛 enough, the extra time and income saved by letting intelligent technologies handle this complicated process can then be reinvested in other initiatives. Take pharmaceutical supplier GSK, for example, whose use of real-time data analytics enabled them to release that cash back into the business for reinvestment in their factories and other areas.

Data-driven organisations are always better equipped to react quickly to unforeseen events due to their increased supply chain visibility. There is no easier way to gain accurate insights and discover how best to act on them in order to create a more customer-centric organisation. And with the possibility of these technologies being able to suggest solutions to predicted issues on the horizon, Leaders can secure themselves an efficient, prosperous future by investing in innovation today. But the main reward can be reaped a lot sooner: an instant, fact-based roadmap of where to make impactful changes in your business.

Discover how real businesses are using intelligent technologies to manage the complexity of their supplier chain in our free eBook, .

This article was originally featured on .

The post Intelligent Technologies, Happy Customers: How To Use Data To Put Your Customers First appeared first on 51风流India News Center.