Master the Customer Experience with SAP CX

SAP Customer Data Cloud

Managing customer identities and data privacy is crucial in today’s regulatory landscape. SAP Customer Data Cloud ensures secure, transparent, and compliant data collection and management, allowing businesses to build trust with customers while personalizing experiences based on consented data.

SAP Sales Cloud

SAP Sales Cloud helps sales teams enhance productivity, streamline workflows, and close deals more efficiently. With AI-driven forecasting, pipeline management, and guided selling features, sales teams gain deeper insights into customer behavior, enabling them to offer personalized recommendations and build stronger relationships.

SAP Service Cloud

Exceptional customer service is a key differentiator for businesses. SAP Service Cloud enhances service operations by providing AI-powered chatbots, self-service portals, and proactive issue resolution tools, which all work together to help businesses deliver fast, efficient, and personalized support across all channels.

SAP CX AI Toolkit

Rounding out our list, the SAP CX AI Toolkit introduces AI-driven enhancements that optimize various aspects of customer experience such as AI-powered shopping assistants, intelligent search and recommendations, and sentiment analysis tools that help businesses better understand and cater to customer needs. By leveraging AI, companies can streamline interactions, improve personalization, and automate routine tasks, ultimately enhancing the overall customer experience.

SAP CX AI Toolkit

Benefits of SAP CX

Implementing SAP CX delivers several key benefits that enable businesses to stay competitive in the digital landscape by creating more personalized, data-driven, and efficient customer interactions. In an era where customer expectations are higher than ever, embracing intelligent solutions that anticipate customer needs, optimize engagement, and foster long-term loyalty ensures businesses can take a unified approach to managing customer relationships across marketing, commerce, sales, and service, ensuring that every touchpoint is optimized to deliver seamless, relevant, and highly engaging experiences.

In particular, SAP CX helps to enable:

• Personalized experiences: With AI-driven insights and predictive analytics, businesses can create highly personalized interactions that resonate with customers. By analyzing customer behavior, preferences, and past interactions, companies can craft individualized marketing messages, product recommendations, and promotions that drive engagement and loyalty.
• Seamless omnichannel engagement: SAP CX ensures a consistent and frictionless experience across websites, mobile apps, social media, and in-store interactions. Whether a customer is browsing online, interacting with a chatbot, or speaking to a customer service agent, the experience remains seamless and context-aware, reducing frustration and increasing conversions.
• Enhanced customer insights: By centralizing customer data from multiple touchpoints, businesses gain a 360-degree view of their audience. This unified customer profile allows for better segmentation, more accurate targeting, and improved forecasting, helping businesses make more informed decisions that lead to higher ROI.
• Increased efficiency and automation: AI-powered tools automate repetitive tasks such as customer inquiries, lead scoring, and order processing, freeing up teams to focus on high-value activities. Automated workflows ensure faster response times, reduce errors, and enhance overall operational efficiency.
• Stronger customer loyalty and retention: Personalized and seamless interactions lead to higher customer satisfaction, which translates into greater brand loyalty and increased repeat purchases. When customers feel understood and valued, they are more likely to continue engaging with a brand and advocating for it through positive word-of-mouth and reviews.

Maximizing SAP CX with PIM

While SAP CX is a powerful platform for managing customer experiences, its effectiveness depends on the quality of the data that flows through it—especially product information. A Product Information Management (PIM) system extends the value of SAP CX by ensuring that high-quality, enriched, and consistent product data is available across all customer touchpoints.

A PIM centralizes and streamlines product data management, reducing manual errors, improving time-to-market, and enabling businesses to deliver rich, localized, and channel-specific product experiences at scale. 

By integrating a PIM with SAP CX, companies can:

Enhance Personalization 

Deliver highly relevant product recommendations and content based on accurate, enriched product data. When product details are comprehensive and structured properly, AI-powered recommendation engines within SAP CX can better match customer preferences with suitable products, resulting in more engaging and relevant shopping experiences.

Optimize Search and Merchandising 

Ensure customers can easily find the right products with well-structured and detailed product attributes. A PIM enhances product discoverability by providing enriched metadata, ensuring that search engines and in-platform search functions display the most relevant results based on user queries.

Improve Conversion Rates 

Provide complete and compelling product information that instills confidence in buyers. High-quality images, detailed specifications, and localized descriptions increase transparency and trust, reducing hesitation and improving the likelihood of purchase.

Ensure Consistency Across Channels 

Maintain uniform product data across eCommerce sites, marketplaces, mobile apps, and in-store systems. A PIM eliminates discrepancies in product descriptions, pricing, and availability, creating a seamless omnichannel experience that strengthens brand trust and credibility.

Reduce Returns and Customer Frustration 

Accurate product data helps customers make informed decisions, leading to fewer mismatched expectations and lower return rates; in fact, 62% of customers believe having more accurate product information upfront would reduce their likelihood of making a return

By ensuring the right information is always available, businesses minimize post-purchase dissatisfaction and enhance overall customer satisfaction.

By leveraging a PIM alongside SAP CX, businesses can maximize their investment in customer experience technologies while ensuring a seamless and engaging product discovery journey. The integration of PIM with SAP CX not only improves operational efficiency but also drives revenue by providing superior product experiences tailored to customer needs.

Akeneo & SAP Commerce Cloud

To further streamline product data management within SAP CX, joint customers can leverage the Akeneo App for SAP Commerce Cloud, allowing them to integrate high-quality product information into their SAP Commerce Cloud, leveraging the SAP Business Technology Platform. This flexible and performant integration  allows SAP architects to configure and transform the data quickly and easily to meet complex commerce needs, ultimately improving the end customer experience thanks to complete, compelling, localized product information. 

With Akeneo’s PIM and SAP CX working together, businesses can deliver more compelling product experiences that drive customer satisfaction and revenue growth.

Learn more about how Akeneo’s PIM enhances SAP CX and take your customer experience strategy to the next level!

Spring Release 2025 is Here.

Enrich and activate product records with real customer feedback along the entire customer journey and optimize product performance with our latest features.

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Sarah Hoffman, Product Marketing Manager

Akeneo