The user and consumer experiences need to be seamless across the board, from finance to supply chain to commerce. This necessitates real-time user and customer journey service from the underlying apps.

SAP possesses the unique ability to address this situation through its breadth of business process solutions and unrivalled industry knowledge. The SAP Customer Experience (CX) portfolio is now linked to an industry-first approach to accelerate value to customers by allowing end-to-end, integrated business processes, even though our ERP has long included deep industry capabilities.

SAP will keep providing customer experience/CRM solutions. Now, it will concentrate on incorporating an industry lens, providing CX solutions that are industry-specific, and integrating the front and back offices to give the unrivalled value that clients have come to expect from SAP solutions.

The most pertinent difficulties faced by customers across all industries can be resolved with the help of SAP's worldwide ecosystem. In fact, ecosystem-led solutions make up 80% of industry solutions today. Customers will receive solutions with this strategy that naturally connect the cloud ERP through to the last mile of a customer's experiences spanning e-commerce, sales, support, and marketing — all with the sector-specific best practises they rely on from SAP and our ecosystem.

Here are just a few instances where industry-first CX has filled gaps frequently observed between experience delivery and business process-led ERP:

• Retail: To guarantee that customers receive the products they want, it is essential to maintain adequate inventory levels in stores and distribution centres. Using the comprehensive retail knowledge integrated into the customer experience product and cloud ERP, predictive replenishment leverages artificial intelligence (AI) to assist retailers in automating the replenishing process.
• Consumer Products: By automating 80% of the trade claims process, consumer product businesses can release billions of dollars that were locked up in settlement procedures as well as countless hours of work for key account managers. This will also improve cash flow by roughly a month. Because of its unique position at the nexus of accounts receivables (finance, ERP) and revenue growth management (sales, service, and marketing), SAP is able to offer faster time to value and lower TCO than any other vendor in this industry.
• Automotive: SAP promotes logistics optimization through end-to-end integration of dealership sales and service with group production and logistics processes. It also improves production planning and forecasting based on real-time demand. By combining information from the front and back offices into SAP's customer data platform, dealers may also improve upsell, retention, and overall customer lifetime value. They can also optimise their sales strategy and marketing budget.

Source: https://news.sap.com/2023/03/sap-cx-intelligent-industry-tailored-solutions/