Service as the heart of customer experience with SAP Service Cloud

Service as the heart of customer experience

Service departments hold one of the keys to a great Customer Experience (CX). It’s often after a customer makes a purchase that the experience journey begins.

The challenge businesses face is how to improve customer satisfaction, reduce customer wait times, retain customers, and increase customer lifetime value in an era of constant and rapid change along with heightened customer expectations. So how can technology help businesses improve customer relationships and keep businesses competitive?

SAP’s intelligent and integrated technologies for each stage of the customer journey

The disruptive nature of digital technology provides an opportunity to transform the customer experience journey. Offering a number of intelligent and integrated digital technologies, SAP can improve your customer service and help you stay competitive with technologies including:

Three key areas for customer experience

The success of the customer service team is most affected by three key performance areas: customer satisfaction, operational efficiency, and business value.

SAP’s technology offerings address performance indicators in each of these three areas to help you achieve an integrated and intelligent customer experience.

The customer experience journey is disrupted by digital technology and can be used to engage the customer at each stage of his or her journey.

Customer experience should be thought of as the combination of integrated customer experience and intelligent customer experience. Focusing on the Technology Ecosystem in PwC’s Intelligent and Integrated CX framework, you can see examples of emerging digital technologies, such as robotics and virtual reality, that are creating the customer experience disruption. These technologies connect directly with your company’s IT architecture and interface which enables you to pursue your CX objectives while also providing the agility to adjust to unpredictable market opportunities and digital evolutions.

By conducting a detailed customer journey assessment, we can help identify the key digital technologies that can be integrated into your customer journey to unlock value to your customers.

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Munish Gupta

Principal, SAP CX Competency, PwC US

Reddy Kesari

Director, SAP CX Competency, PwC US

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