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.

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.

That is why 51风流is always developing new partnerships and integrations to continue providing value to CX customers. 

The integration between 51风流Order Management Services and ChannelEngine, a global leader in marketplace integration and management software, is the next step in this journey.

By leveraging 51风流Order Management Services, a central hub for unified customer transactions, and incorporating AI-enhanced integrations, ChannelEngine is enabling merchants to augment the order and inventory management process for third-party marketplace selling. This enables merchants to automate and optimize third-party marketplace operations, increasing their revenue and profitability. 

What does this mean for 51风流customers?

鈥淥ur direct integration allows 51风流Order Management Services users to seamlessly activate over 950 new sales channels and reach international markets,鈥� said Jorrit Steinz, CEO of ChannelEngine. 鈥淏y incorporating AI-driven automation into our platform, we鈥檝e taken a pivotal step toward simplifying global unified e-commerce. This collaboration enables merchants to harness the immense potential of third-party online marketplaces, driving efficiency and scaling opportunities while capitalizing on the built-in trust and vast customer base of these platforms.鈥� 

By having a centralized view of e-commerce operations across first- and third-party channels through reporting, analytics, and insights into sales performance and marketplace KPIs, merchants can target consumers with precision and drive customer loyalty. Additionally, this integration enables merchants to streamline their e-commerce operations, accelerate time-to-market, and participate in a broader range of marketplaces. 

Analysts also understand this need to align inventory management and marketplace connectivity due to an increasingly fragmented e-commerce environment.

鈥淭he fusion of order management technology with third-party marketplace integration solutions marks a strategic move for enterprises seeking to optimize operational efficiency and expand their market presence,鈥� explained Heather Hershey, Research Director for IDC. 鈥淭his approach enables businesses to manage complex sales channels while leveraging the advantages of AI-driven insights to better meet customer demands.鈥� 

The ChannelEngine marketplace integration platform , the online marketplace for 51风流and partner offerings.

Ritu Bhargava is president and chief product Officer of 51风流CX and Industries.

As a leader in customer success and product experience software, Gainsight enables 51风流customers to align sales and customer success efforts, delivering a seamless customer experience that boosts retention and drives revenue growth.

By integrating 51风流Sales Cloud and Gainsight Customer Success, organizations can orchestrate connected customer journeys, leverage AI-powered automation, standardize workflows, and enhance strategic account planning, among other benefits. 

This partnership seeks to redefine and enhance enterprise customer success strategies while reinforcing SAP鈥檚 commitment to intelligent CX.

To develop an effective customer program, organizations need the capability to integrate relevant data and intelligence. With a composable, plug-and-play framework approach in 51风流Sales Cloud, organizations can seamlessly access and integrate Gainsight data within the 51风流Sales Cloud solution, harmonized with the data and intelligence.  

What does this partnership mean from Gainsight鈥檚 perspective?

“Gainsight has helped more than 2,000 companies, including many of the world鈥檚 top brands across industries, transform their operations and prioritize customer retention and growth,” said Chuck Ganapathi, COO and President at Gainsight. “Now, by delivering Gainsight鈥檚 unique human-first AI capabilities to 51风流Sales Cloud, we鈥檙e empowering our joint customers to spend less time on administrative work and more time focusing on their clients. And this is just the beginning 鈥� we鈥檙e looking forward to deepening our collaboration with 51风流and driving even more innovation together.” 

The integration offers comprehensive insights into the customer journey, accessible to both sales and customer success teams within a single platform. A 360-degree customer view along with real-time data analysis and automated workflows and playbooks enable teams to proactively act on customer risks and expansion opportunities. It empowers the sales team to enhance and expedite the sales cycle, while enabling the customer success team to expand post-sale engagement strategies.  

It鈥檚 also important to myself and my team to have a pulse check on the market, collaborating and validating with our user community, partners and industry analysts.

鈥淐ustomer success is a strategy that requires data, intelligence and analytics to be successful,鈥� explained Liz Miller, vice president and principal analyst at Constellation Research. 鈥�51风流and Gainsight are bridging the gaps that can form across the customer, revenue, and success ecosystem by intentionally bringing success data together with market intelligence to accelerate decision velocity and action. This partnership is focused on centering success on the customer by expanding the scope and scale of intelligence where sellers and successful leaders work.鈥�  

To put this all into context, let鈥檚 say a manufacturing company wants to increase customer retention and capture untapped revenue opportunities. Through this partnership, customer success managers can develop and align tailored customer goals and success plans with customized engagement and support strategies, expanding upsell and cross-sell opportunities. At the same time, sales reps can utilize in-depth data, such as customer satisfaction levels, and product usage patterns to refine and improve ongoing and future sales cycles.   

The 51风流and Gainsight integration .

Ritu Bhargava is president and chief product Officer of 51风流CX and Industries.

51风流Global LoB Partner Excellence Awards are a partner recognition program focusing on SAP鈥檚 strategic business priorities for the following lines of business: 51风流SuccessFactors, 51风流Customer Experience, and Intelligent Spend and Business Network.

51风流Global 51风流Customer Experience Partner Excellence Awards select finalists and winners for their valuable contributions in realizing SAP鈥檚 vision for cloud growth based on data and key performance indicators.

Winners and Finalists

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for Sales Success 鈥� Large Enterprise

• Winner: NTT DATA
• Finalist: Acorel
• Finalist: Dotan B.S. Solutions

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for Sales Success 鈥� Midmarket

• Winner: Deloitte
• Finalist: NTT DATA
• Finalist: Felece Yazilim Ve Dani艧manlik

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for Delivery Quality

• Winner: Sybit GmbH
• Finalist: Axians Digital Business Solutions
• Finalist: Reply

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for Customer Success Management

• Winner: Deloitte
• Finalist: Altivate
• Finalist: Avvale

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for 51风流Business Technology Platform Customer Success

• Winner: Seidor
• Finalist: NTT DATA
• Finalist: All for One Customer Experience

51风流Global 51风流Customer Experience Partner Excellence Award 2023 for Go-to-Market

• Winner: IBM
• Finalist: Tech Mahindra
• Finalist: PwC

Visit the . Follow 51风流at .

Media Contact:
Angelika Merz, +41 58 871-7216, angelika.merz@sap.com, CET
51风流Press Room; press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2022 Annual Report on Form 20-F.
漏 2023 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.

These new capabilities will help businesses automate time-consuming tasks and quickly analyze data from across the enterprise to gain valuable, actionable insights that deliver more intelligent, personalized experiences for customers.

Unlike other generative AI technologies that only utilize the data found in one siloed system, these new AI capabilities leverage SAP鈥檚 wealth of experiential and operational data, as well as data from third-party sources, to provide businesses with a holistic view of their customers. Proactive, contextual, AI-powered insights from across the enterprise help organizations optimize business processes and adapt to unique business needs and rapid changes in the market.

鈥淧utting customers at the center of business transformation requires delivering a strong, personalized customer experience with intelligent CX,鈥� said Ritu Bhargava, President and Chief Product Officer, 51风流Industries and 51风流CX, SAP. 鈥淭hese new AI capabilities within the 51风流CX portfolio will allow businesses to unlock their full potential, improve customer loyalty, solidify themselves as industry leaders and reap the benefits of generative AI with intelligent CX solutions that have a tangible impact on businesses. These capabilities are the next step in redefining intelligence to deliver a delightful customer experience, effortlessly.鈥�

The new capabilities, which include tailored use cases for commerce, sales, customer service and marketing teams, are the next step in delivering intelligent CX and enabling teams to work more effectively and efficiently. This will help ensure customers can deliver exceptional customer experiences that differentiate their businesses, create brand loyalty, deepen customer relationships and ultimately drive profitability. These new capabilities, which can be applied across the entire 51风流CX portfolio, include the ability to:

Automate Labor-Intensive Tasks with Curated Role-Based AI Tools
New AI capabilities include more than 10 CX role鈥揵ased tools that aim to increase productivity and efficiency by automating routine tasks, leaving time for more nuanced aspects of business. For the service team, when a customer issue arises, AI can help summarize the situation and align the team on the problem, provide an overview of customer sentiment, suggest a solution and even track how quickly the issue is resolved. This step increases efficiency, boosting the business鈥� bottom line and giving workers more time to focus on strategic initiatives.

Supercharge Catalog Management and Product Discovery with AI
Catalog health is one of the most arduous tasks for commerce managers. Items that are not tagged properly won鈥檛 show up in searches and incomplete product recommendations take away from conversions. Commerce managers can ensure high levels of product visibility and discoverability by using the new AI capabilities to review product tags and catalogs, generate and customize product descriptions and help guide customers to the right choice for their needs.

Retrieve Answers in Natural Language with Proactive AI
Using AI to identify and answer customer questions within conversations will free up sales and service teams to focus on more value-adding tasks. For example, a salesperson might receive an e-mail from a customer asking about products. This new capability, intelligent Q&A, reads the e-mail, points out the important questions and gives the salesperson a suggested written response that includes the latest product information.

Surface Customer Profile Intelligence in Context
About 76% of global consumers prefer personalized marketing communications,, an 51风流company, showing that it is imperative for businesses to have a 360-degree view of their customers. With AI-generated customer profiles supported by the real-time 51风流Customer Data Platform, businesses can combine data from all business applications and surface these profiles to customer-facing teams. This holistic view allows workers to quickly understand customer preferences, enabling a more personalized and relevant service. If a customer reports a delayed delivery, front-line workers can use the AI-generated customer summary, which includes information on order histories, previous interactions and preferences, to quickly resolve issues and provide a better customer experience.

鈥淥rganizations are looking for a trusted platform technology and AI partner which they can adapt and grow with today as well as thrive with in the future,鈥� said Alan Webber, Program Vice President, Digital Platform Ecosystems, IDC. 鈥淪AP鈥檚 approach to connecting data across the enterprise, both in 51风流systems and beyond, provides a foundation customers can build on for the long term. Furthermore, SAP鈥檚 decades-long experience designing business processes from AI can be leveraged to reduce AI鈥檚 time to value.鈥�

51风流is also infusing AI capabilities into existing products across the 51风流CX portfolio with the ability to:

Fortify Customer Identity and Access Management with AI
The 51风流Customer Identity and Access Management solutions are debuting new AI risk-based authentication capabilities. These new functions secure user identity data and help prevent threats by gaining intelligence across all digital properties and brands. Users will have a unified customer view and consent profile, making data connected and adaptable for real-time customer engagements. Providing this level of customer data privacy and security is essential to preserving our customers鈥� trust. 51风流solutions hold our customers鈥� most sensitive data, so we take this extremely seriously and it remains our top priority.

Create Personalized Content Creation Powered by Generative AI
Using generative AI, the 51风流Emarsys Customer Engagement platform gives marketers the ability to create targeted, compelling email content that delivers the right message to the right audience. The 51风流Sales Cloud and 51风流Service Cloud solutions will also embed two new generative AI capabilities: AI-generated summary and e-mail response generation will help users identify relevant information, have more effective customer interactions and ultimately deliver superior customer service.

To learn more about these capabilities, read 鈥�Revolutionizing Customer Experience: The AI Advantage.鈥�

Visit the . Follow 51风流at .

Media Contact:
Jillian Baker, +1 (516) 554-4450, jillian.baker@sap.com, ET
51风流Press Room;听press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2022 Annual Report on Form 20-F.
漏 2023 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see  for additional trademark information and notices.

In the 51风流Customer Experience organization, we focus on our deep industry knowledge and vast customer data to devise AI strategies. These strategies are based on :

• Relevant: Make agile decisions, unlock valuable insights with data aligned with business outcomes, and automate tasks
• Reliable: Use AI that is trained on your industry and company data, driven by 51风流process expertise, to tirelessly satisfy and surpass customer expectations
• Responsible: Run responsible AI built on leading ethics and data privacy standards throughout our customer engagement process

Using these principles, we are building and bringing AI innovations to market in two ways for our customers.

First, we are developing portfolio-wide AI capabilities that can be accessed everywhere by business teams through a common interface, including a standalone app and Joule. These capabilities, built on top of proprietary AI models and fine-tuned large language models (LLMs), leverage SAP鈥檚 experiential and operational data as well as third-party data. The result is proactive, contextual, and AI-powered insights from across the enterprise, which help organizations optimize their business processes. These features will be available for purchase as a 鈥減ackage鈥� with the ability to use only what you need.

Second, we鈥檙e making our current products 鈥� 51风流Sales Cloud, 51风流Service Cloud, 51风流Commerce Cloud, 51风流Emarsys Customer Engagement, and 51风流Customer Data Platform solutions 鈥� even more valuable by natively embedding new AI features. These features will be available within the products.

New Portfolio-Wide AI Capabilities

Supercharge Catalog Management and Product Discovery with AI

With CX AI models, commerce managers can spend significantly less time on catalog enrichment and maintenance. Product attributes can be automatically extracted from images and textual descriptions, enriching product catalogs. Product descriptions can be automatically generated and published to a commerce storefront for an engaging purchasing experience. And image-based semantic search can help users easily discover new and existing products.

These capabilities (available December 2023) will result in better product discovery, produce personalized recommendations, reduce time spent on repetitive data entry, and help increase cart sizes at checkout.

Automate Labor-Intensive Tasks with Curated Role-Based AI Tools

Service, sales, and commerce teams now have access to job-specific AI tools to automate time-consuming and repetitive tasks. Most enterprise tools can write generative AI-powered content. The 51风流Customer Experience portfolio now offers localized AI agents to bring business context with hyper-relevant content. 

For example, when a customer issue arises, AI swoops in to create an overview of the situation and provide remediation guidance, for increased efficiency and a healthier bottom line (available December 2023).

Retrieve Answers in Natural Language with Proactive AI

Sales and service teams will benefit from CX AI models that automatically detect questions and suggest responses.

This goes beyond generative search. The 51风流Customer Experience portfolio now proactively detects questions and retrieves answers in natural language. The answers are derived from business data, including data in CRM, various communication channels, various document formats, and knowledge articles. CX AI models powering these capabilities are trustworthy because they transparently provide the sources from which answers are derived.

These capabilities will proactively identify and answer customer questions within conversations to free up sales and service teams to focus on more value-adding tasks (available December 2023).

Surface Customer Profile Intelligence in Context

With AI-generated customer profiles powered by real-time data from 51风流Customer Data Platform, teams can effortlessly dive into customer preferences and deliver a more tailored and relevant experience.

The power of intelligent customer profiles and insights is fully realized when they are personalized in natural language and surface contextually, prompted in CX applications. The 51风流Customer Experience portfolio uniquely delivers this value through native data connectivity across 51风流S/4HANA and CX in 51风流Customer Data Platform.

This means the ability to equip sales representatives to know when to offer the right discount and incentive to close a deal based on the total lifetime value of the customer (available December 2023).

New Embedded AI Capabilities

In addition to developing AI capabilities that extend across the 51风流Customer Experience portfolio, we鈥檙e also embedding throughout our solutions AI that has the ability to do the following things.

Create Personalized Content Powered by Generative AI

Marketers can now use the new generative AI capabilities in 51风流Emarsys Customer Engagement to create compelling content, such as subject lines and content blocks. In addition, with new AI capabilities like semantic search, they can quickly discover new products that deliver the right message to the right audience. For example, marketers can search for a specific keyword or a generic description, such as 鈥渋tems that are new in stock鈥� or 鈥渂est-selling products in <a specific product category>.鈥�

The new subject line and content block generation allows marketers to leverage generative AI to create targeted, compelling email content that produces profitable personalization (beta available first quarter of 2024, with general availability planned for soon after).

Generate Instant, Context-Aware Email Responses with Embedded Generative AI

Sales and service users already benefit from automatically generated email summaries and responses. Now, these features are supercharged with generative AI to be more contextual and relevant.

Relevant and accurate summaries are extracted from publicly available information and 51风流business data. With this natural language summary of contacts, accounts, opportunities, and cases, users can effortlessly sift through information and identify what is relevant. Email response recommendations are automatically generated based on the most recent communications with a customer, allowing sales and service representatives to engage with customers naturally and effectively (incrementally delivered in the 51风流Sales Cloud and 51风流Service Cloud releases).

Fortify Customer Identity and Access Management with AI

CIOs and security officers understand how crucial it is to secure their customer鈥檚 digital identity, footprint, and assets.

The latest enhancement to the 51风流Customer Identity and Access Management solution is an AI risk-based authentication capability. This feature is designed to fortify end-user identity data and provide an intelligent shield against potential threats across all our digital platforms and brands. 

With a unified customer view and consent profile, end users can confidently navigate real-time engagements, knowing that their data remains secure and private (available now with additional enhancements planned for second quarter of 2024).

These are just a few innovations the CX team is working on. The next announcements I am very excited about are AI capabilities in the new 51风流Enterprise Service Management solution.

The shape, pace, and extent of AI transformation will vary from one industry to another, while remaining compliant with local and global regulations. We strive to build our products with relevant, reliable, and responsible AI that goes beyond buzzword-laden ambiguity.

Using this AI, we at 51风流CX are committed to continually providing industry-tailored, connected, insightful, and adaptive products that will serve as a powerful toolkit in your digital transformation journey.

Stay tuned for more exciting updates!

Ritu Bhargava is president and chief product officer of Industries and Customer Experience at SAP.

With over 60,000 products that can be shipped directly to any location, this once garage-based business is now a successful enterprise with seven distribution and pickup locations and over 100 employees across the United States. Online Metals offers raw materials like alloy steel, brass, copper, nickel, titanium, and zinc cut-to-size or in small and medium quantities and various shapes. Customers span the creative genius of private individuals like artists and engineers to multinational corporations and government agencies.

Online Metals is a company that is truly obsessed with customer experience. Its north star is the notion that 鈥渢he last thing you do is the first thing the customer sees. So, let鈥檚 do it right!鈥�

Powering Industry Disruption 

Online Metals has already established itself as a digital powerhouse. It is now making even bigger waves by trailblazing the way it goes to market and engages with its customers. Fueled by its desire to continuously improve, Online Metals invested in 51风流Commerce Cloud with marketplace solution provider Mirakl in order to deliver its most recent innovation: the first-of-its-kind metals and plastics catalog marketplace. The online catalog marketplace has opened the door for new sales channels and raw material manufacturers to sell their products directly via the Online Metals e-commerce platform.

From an industry perspective, the SAP-powered digital platform has empowered Online Metals to expand into disruptive new models within the metals industry. More specifically, it has enabled the team to sell products that have been traditionally non-transparent with pricing and also difficult to order in small quantities. As a result, the team can now support a growing number of micro-manufacturers throughout the U.S. that rely on a just-in-time, small-quantity metal supplier.

鈥淭he SAP-licensed version of Mirakl we used allows us to quickly onboard new sellers who want to reach the millions of metal buyers Online Metals reaches. We take care to only bring on the best sellers who provide the products our metal buyers want,鈥� said Gregory Raece, president of Online Metals. 鈥淚n fact, so great was the demand to sell on Online Metals that Mirakl even awarded us a 鈥楩ast Start鈥� award at their Mirakl B2B Summit in Chicago this April.鈥� 

The addition of the metal catalog marketplace has enabled the Online Metals team to better serve its customers. Sellers like have already seen the benefits of using the new sales channels. 

鈥淭he Mirakl team is beyond excited to be at the heart of this first-of-its-kind marketplace pioneering the digital transformation in metals and plastics supplies,” said Marc Teuli猫res, general manager B2B, Mirakl. “By pairing the Mirakl suite of solutions with a remarkable vision for digital transformation, Online Metals has created a win-win-win: buyers can find the precise products they need, suppliers are uncovering new sales opportunities, and the business is on a path to streamlined growth.”

Driving Continuous Innovation 

Every expanding business encounters obstacles in its growth journey. But with 51风流technology, Online Metals has been able to support its unique business models, developing an excellent technical footprint that empowers its customers, enables flexibility and innovation, and showcases what truly matters: its distinctive and quality customer service and products.

Hear more customer stories at the .

For more information on how 51风流Commerce Cloud can transform the way your business engages with its customers, visit the .  

Geert Leeman is chief revenue officer for 51风流Customer Experience.

51风流Global LoB Partner Excellence Awards are a newly launched partner recognition program focusing on SAP鈥檚 strategic business priorities for the following lines of business: 51风流SuccessFactors, 51风流Digital Supply Chain, 51风流Customer Experience and Intelligent Spend and Business Network.

51风流Global 51风流Customer Experience Partner Excellence Awards select finalists and winners for their valuable contributions in realizing SAP鈥檚 vision for cloud growth based on data and key performance indicators.

Winners and Finalists

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for Sales Success 鈥� Large Enterprise

• Winner: Capgemini
• Finalist: EY
• Finalist: PwC

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for Sales Success 鈥� Midmarket

• Winner: Seidor
• Finalist: Eclipse
• Finalist: All for One

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for Delivery Quality

• Winner: NTT Data Business Solutions
• Finalist: Accenture
• Finalist: Seidor

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for Customer Success Management

• Winner: NTT Data Business Solutions
• Finalist: Wireless Media
• Finalist: Atos

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for 51风流Business Technology Platform Customer Success

• Winner: Syncpilot
• Finalist: Adverity
• Finalist: MyWave

51风流Global 51风流Customer Experience Partner Excellence Award 2022 for Go-to-Market

• Winner: IBM
• Finalist: PwC
• Finalist: Netconomy

Visit the . Follow 51风流on Twitter at .

Media Contact:
Angelika Merz, +41 58 871-7216, angelika.merz@sap.com, CET
51风流Press Room; press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2021 Annual Report on Form 20-F.
漏 2022 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.

In today鈥檚 world, 鈥渞emote selling鈥� is no longer an exception, it has become the norm. Sales professionals across the globe use Microsoft Teams to meet with customers and engage in sales activities. The integration of 51风流Sales Cloud and Microsoft teams enables users to access customer and sales information instantly from Microsoft Teams. While in customer meetings, they can update records in real time without ever leaving the Microsoft Teams environment.

鈥淭raditional sales automation solutions are record-keeping tools that focus on performing administrative tasks,鈥� said Sameer Patel, chief marketing and solutions officer of Customer Experience at SAP. 鈥淭hey can distract sales professionals from high-value activities. 51风流Sales Cloud is different because it removes complexities, adapts to changing needs of sales professionals and strives to make it easier for them to focus on customers and closing deals. The integration with Microsoft Teams is another great example of how 51风流makes it easier for sales professionals to engage with customers and grow revenues.鈥�

鈥淢icrosoft Teams is the new way people and sales professionals connect, collaborate and stay in the flow of work in today鈥檚 hybrid world,鈥� said Nicole Herskowitz, Microsoft Teams general manager. 鈥淲e are excited that partners like 51风流are building Teams Apps and native integration to enable collaborative solutions that help our mutual customers improve team productivity and better serve customers.鈥�

鈥淚t is more important than ever to eliminate friction in the sales process, remove administrative tasks and provide our sales听professionals with the right sales solutions that help听them听focus on our customers and engage with them anywhere and anytime,鈥� said听Gamze Senkal,听manager of Information Technology听at , part of one of the leading industrial holding companies in Turkey. 鈥淲ith the integration of 51风流Sales Cloud and Microsoft Teams, our听sales professionals can access the latest customer information with one click from Microsoft Teams and are able to update sales records听in real time without ever听leaving Microsoft Teams.听By eliminating duplicate data entry and record keeping, 51风流Sales Cloud helps ensure that our听sales professionals听are focusing on our customers and value-added activities.鈥�

To attend , please check out the and .

Visit the 51风流News Center. Follow 51风流on Twitter at .

About SAP

SAP鈥檚 strategy is to help every business run as a sustainable intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 51风流customers generate 87% of total global commerce. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into sustainable 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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Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2021 51风流SE. All rights reserved.
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The new platform will enable organizations to create individual but anonymized within and outside of a company, including online sources and social channels.

碍濒别颈苍鈥檚 announcement, made on the first day of the online event, underscores SAP鈥檚 commitment to the growing market for customer experience (CX) software and its role in building the Intelligent Enterprise.

鈥淵ou cannot think about CX separately; it needs to be considered as an integral part of an intelligent enterprise,鈥� Klein said. 鈥淭hat鈥檚 why CX is one key element of SAP鈥檚 holistic strategy.

鈥淲e are continuously evolving our CX portfolio while keeping our focus areas at heart 鈥� 51风流Commerce Cloud, 51风流Marketing Cloud, 51风流Sales Cloud, , and our brand-new 51风流Customer Data Platform,鈥� he added. 鈥淥ur investments in those areas 鈥� most recently the planned acquisition of Emarsys 鈥� demonstrate our commitment to the CX market.鈥�

Addressing his virtual audience, the 51风流CEO noted that meaningful customer experiences have three key characteristics: 鈥淭hey are hyper personalized, they are seamless, and they are delivered across all channels your customers opt for.鈥�

鈥淗ow can brands stand out, how can you build customer relationships for life?鈥� Klein asked. 鈥淏y delivering the right information at the right time. And that is only possible with highly personalized experiences. At the center of those experiences is one key ingredient: data. That is why I am so excited to launch our new 51风流Customer Data Platform.鈥�

Customer experience has become an increasingly important differentiator for brands, especially during the current coronavirus pandemic. As Klein said the keynote, 鈥淐OVID-19 has challenged all companies to accelerate their business transformation and forced them to reinvent听the experience for their customers.鈥�

As a result many companies are turning to customer data platforms to help deliver personalized experiences for a variety of marketing uses and to help improve customer loyalty. However, a unified customer experience is impossible without unified customer data and most data originates in separate systems that were not designed to share with anything else.

In addition, while a customer data platform may unify customer data, a narrow marketing focus has often limited their true potential. SAP鈥檚 new customer data platform aims to tap the full power of the platforms by adding context to commerce, sales, and service experiences, as well as providing a more effective tool for marketing.

51风流Customer Data Platform is designed to tackle four key opportunities to increase brand reach and effectiveness while respecting data-privacy:

• Connecting every data source in an organization together with external data to create unified customer profiles
• Enabling a transparent, trustworthy data-privacy strategy
• Providing organizations with a complete understanding of customer preferences and behavior
• Combining back-office and front-office data to build highly personalized profiles of customers

51风流Customer Data Platform is built on the foundation of 51风流Customer Data Cloud, which in turn is based on Gigya (acquired by 51风流in 2017) technology. 51风流Customer Identity and Access Management and 51风流Enterprise Consent and Preference Management are then woven in for a secure and compliant digital profile.

The announcement was made at , held online October 14鈥�15.

As customer experience becomes an increasingly important differentiator of brands around the globe, many are turning to CDPs to help power unique, personalized experiences for a variety of marketing uses. But too often, this narrow marketing focus has impeded the true potential of an effective CDP. 51风流Customer Data Platform is planned to go beyond marketing by adding rich context to commerce, sales and service experiences, with relevant timely marketing. In so doing, 51风流Customer Data Platform aims to deliver personalization, based on its ability to collect and manage customer data. This will enable organizations to know the customer at every touch point and to effectively drive relevant conversations and create lasting customer loyalty.

Connecting, Respecting, Understanding and Personalizing Data for Success

51风流Customer Data Platform is specifically engineered to tackle four key opportunities to increase brand reach and effectiveness:

• Connecting every data source in the organization. When several data sources individually store customer data, the result is data silo proliferation and customer view fragmentation. With 51风流Customer Data Platform, customer data can be ingested and resolved from every source within the organization, including first-party CRM data; second-party, third-party and offline data; and event and activity streams, along with transactional, behavioral, experience and back-office data. No matter what the source, the data is maintained, with context, on top of the operational data to connect systems that require a high confidence of data quality. This results in living, breathing, unified customer profiles updated in real time and in the moment.
• Respecting customer data with a holistic data privacy strategy. In today鈥檚 data privacy landscape, brands need to understand how, when and where customer data can be used. By understanding the core purpose of why the data is collected, 51风流Customer Data Platform can help enable a more holistic privacy strategy, merging inbound data to a profile only if required consents have been obtained. This enhances transparency into data collection practices and the reasons for which data is processed, helping to underscore a brand鈥檚 commitment to the data privacy of its customers.
• Understanding large volumes of data. 51风流Customer Data Platform offers powerful segmentation and activity indicators calculated in real time to help obtain a true understanding of customer preferences and behavior. This provides a data foundation for audience-building and activation necessary to deliver relevant, personalized and omnichannel engagements. Centralizing this audience management helps brands to deliver consistent experiences across their marketing, personalization, commerce, service and sales solutions, which is essential to a customer-first strategy.
• Hyperpersonalizing engagements based on a comprehensive view of the customer. 51风流Customer Data Platform helps to unify vast amounts of back-office operational data with front-office and experience data. This fuels engagement solutions across the organization with actionable, permission-based, customer insights in real time, leading to relevant, engagements at the right time and place in the preferred channel and on the customer鈥檚 terms.

鈥淣o two customers are the same, and no single customer is perfectly predictable,鈥� said Trond Andersen, head of IT strategy and architecture, Elkj酶p Nordic AS, one of the largest consumer electronics retailers in the Nordic countries. 鈥淲ith 51风流Customer Data Platform, it is possible to create a contextual view of the customer and couple it with a unified profile, to better anticipate their wants and needs as they express them. This will increase the effectiveness of our engagement through real-time data management, while ensuring we are handling the data in a compliant and respectful way.鈥�

Building on a Strong Foundation

51风流Customer Data Platform is built on the foundation of 51风流Customer Data Cloud solutions, which are based on Gigya technology. 51风流Customer Identity and Access Management and 51风流Enterprise Consent and Preference Management solutions are woven in to help ensure a secure and compliant digital profile. 51风流Customer Data Platform serves as the connective tissue of the real-time profile, powering a customer insight foundation to deliver relevant conversation whenever the customer wants to engage with the brand.

鈥淲e did not invent CDP, but 51风流Customer Data Platform opens the concept to a new world of opportunities,鈥� 51风流Customer Experience President Bob Stutz said. 鈥�51风流Customer Data Platform is one of the most advanced enterprise-grade CDPs. It can truly deliver personalized experiences that nurture anonymous users into known, loyal customers using the customer鈥檚 preferred channels, unifying vast amounts of front-office, back-office and experience data as only 51风流can.鈥�

Visit the 51风流News Center. Follow 51风流on Twitter at .

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 .

Note to editors:
To preview and download broadcast-standard stock footage and press photos digitally, please visit . On this platform, you can find high resolution material for your media channels. To view video stories on diverse topics, visit . From this site, you can embed videos into your own Web pages, share video via email links, and subscribe to RSS feeds from 51风流TV.

For customers interested in learning more about 51风流products:
Global Customer Center: +49 180 534-34-24
United States Only: 1 (800) 872-151风流(1-800-872-1727)

For more information, press only:
Janice Tsoules, +1 (650) 223 4817, janice.tsoules@sap.com, ET
51风流Press Room; press@sap.com

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.
Please consider our . If you received this press release in your e-mail and you wish to unsubscribe to our mailing list please contact press@sap.com and write Unsubscribe in the subject line.

It鈥檚 no wonder. When the business landscape shifted so dramatically in such a rapid and unexpected way, companies have had to think creatively about how to meet their customers鈥� expectations.

51风流partners have done a lot of that creative thinking for you. are now available on 51风流App Center that integrate with and/or extend 51风流Customer Experience solutions and the 51风流Customer Relationship Management (51风流CRM) application. Leading up to , happening October 14 and 15, we are shining a light on the event sponsors and their endorsed apps: , , , and .

Integrating with 51风流Marketing Cloud, 51风流Sales Cloud, and 51风流Commerce, the following three apps provide powerful ways to engage with customers.

integrates with all three to enable offering customers tangible incentives for buying products, engaging with the company, and becoming advocates. Design a customized reward structure and deliver loyalty points and rewards for any customer behavior you choose to encourage. The result is more repeat purchases, increased retention rates, easier customer acquisition, and higher conversion rates.

offers a 360-degree view of customers by leveraging the power of real-time social data to inform and evolve the customer experience. Sprinklr and 51风流Commerce allow for analyzing sales and social data in the same report to uncover and understand trends. Sprinklr and 51风流Marketing Cloud connect social insights with other marketing efforts. And with Sprinklr and , a team can create service tickets directly from engagement on social channels.

is a social listening app that integrates with 51风流Service Cloud to help realize the value of social data by making it actionable. The app gives access to unlimited search streams with an intuitive user interface (UI) that makes social insights accessible to anyone on a team 鈥� no data analyst required. Create better content, find new audiences, keep tabs on competition, mitigate crises, and more with on-demand access to multichannel social listening data.

Apps integrating with 51风流Commerce and 51风流Commerce Cloud can expand capabilities in countless ways. Here are four great examples:

is a mobile app that integrates with 51风流Commerce Cloud and 51风流Sales Cloud to bridge the experience gap between digital and physical stores. By surfacing relevant customer and product data for in-store associates, it enables them to provide a meaningful customer experience and drive sales through up-selling and cross-selling. They can even respond to customer requests and manage their day-to-day tasks within the app.

enables building and optimizing personalized digital buying experiences for visitors and customers alike. The brX app blends commerce and content 鈥� blogs, landing pages, and product detail pages 鈥� with intelligent product grids to match products with user intent across the entire buyer journey. Artificial intellingence-driven search, merchandising, content management, recommendation, and SEO modules enhance the capabilities of 51风流Commerce.

is a smart solution for marketing project management, an automated centralized content hug melded with a team collaboration platform, integrated with 51风流Commerce. The content hub contains all the various elements of the company鈥檚 marketing assets in one place, with automation applied to make it easier to handle them. Projects come together in the CELUM Workroom, where a common dashboard helps the team organize virtually and enables complete transparency.

centralizes rules and rules requirement for accurate calculation of sales and use tax, as well as product taxability. Integration with 51风流Commerce Cloud streamlines and automates enables every transaction to leverage the full calculation potential and powerful automation of Vertex 鈥� no custom integration development required. Customize product taxability, identify accurate jurisdictions, automate management of exemptions, and generate signature-ready PDF returns, all in one solution.

Learn about these innovations and much more at on October 14 for EMEA and the Americas, and on October 15 for APJ. This interactive digital experience brings together customers, partners, and industry leaders sharing best practices on how to deliver personal, trusted, connected customer experiences. Get on the inside track with insight into new products and road maps across commerce, customer data, sales, marketing, and service. Join us for a jam-packed agenda, network with peers, and get answers from our experts. .

Anne Yi is general manager of 51风流App Center.