Sapphire 2019: SAP Strengthens CX Suite
Customer Relationship Management Press Release

Sapphire 2019: SAP Strengthens CX Suite

SAP announced new features for its C/4 Hana suite of leading customer experience (CX) solutions to help businesses and organizations establish more personalized relationships.

The latest cloud developments enable trusted, customized customer interactions; effective training for sales and customer-relations teams; and also improved communications between employees and partners. This consequently results in a better customer experience (CX).

“It is time to break down the silos that create a gap when companies believe they are providing a better experience than their customers perceive,” said Alex Atzberger, president, SAP Customer Experience. “We are continuing to add new features to SAP C/4 Hana. Together with the capabilities of Qualtrics, we can help companies close this gap and succeed in the CX economy.”

C/4 Hana Foundation improves developer experience

SAP announced the availability of C/4 Hana Foundation. It enables system administrators and developers to implement cloud solutions from SAP conveniently and quickly.


C/4 Hana Foundation is automatically deployed to all customers of C/4 Hana free of charge and includes:

  • A cockpit as single-entry point for administrators and developers to view implemented solutions and also subscribed applications.
  • A console to authenticate new users and manage user authorizations.
  • Extensibility options running on SAP Cloud Platform Extension Factory and project “Kyma” that provide administrators and developers with the tools to meet the challenges of a fragmented IT infrastructure.

SAP debuts plans for enterprise customer data platform

Building on the foundational services from the SAP Customer Data Cloud and SAP Marketing Cloud portfolios, SAP plans to evolve and complement these solutions to deliver an enterprise-grade customer data platform. The customer data platform will initially:

  • Provide core capabilities that unify first-party customer data from online and offline sources in a centralized repository.
  • Improve data quality and resolve identities into a single, enriched customer profile.
  • Make data instantly available to connected SAP and also non-SAP applications for real-time activation.

Training cloud for SAP Litmos reinforces CX

A training cloud for the SAP Litmos solution is the latest addition to the SAP CX portfolio, offering targeted, continuous learning to consequently equip people with the knowledge and skills they need to perform at their best.

It includes a built-in library of award-winning course content designed to master sales and customer service. With 15 million users and growing, customers increasingly appreciate the value of learning to build an engaged, informed, dynamic workforce to heighten customer satisfaction, retention and advocacy.

Ruum by SAP for a better collaboration experience

The integration of the Ruum by SAP solution, project management software as a service (SaaS), will improve collaboration and also efficiency for users of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud and SAP Sales Cloud portfolios.

Ruum helps users of C/4 Hana overcome organizational silos, manage project-related work more effectively and reduce costs by spending less time on administrative tasks and eliminating the need for team members to jump between different programs or systems.

Ruum is a portfolio company that grew out of SAP.iO Venture Studio, the internal incubation program managed by SAP.iO.

Account-based marketing helps deliver better CX

SAP is also introducing new capabilities to the SAP Marketing Cloud solution; consequently providing marketers a greater degree of precision and targeting to improve pipeline performance.

Armed with these capabilities, marketers can gauge brand engagement better, drill into account details and also automatically create target groups based on individual consent and preferences.


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