Bringing together the most powerful X and O systems for world-class CX

Qualtrics and SAP Introduce Four CustomerXM Solutions to SAP C/4HANA

The experience economy has changed the way businesses compete - it’s not just about products and services anymore. It’s about experiences. Experiences drive customer expectations, brand perceptions and can make or break an organization’s success. That’s why every organization needs tools to help them better understand the beliefs, emotions and intentions of their customers. The only way to get that - and deliver breakthrough customer experiences - is to combine the power of experience data (X-Data) and operational data (O-Data) so companies can truly understand what’s happening at every step of the customer journey.

Today, we are excited to announce we are introducing Qualtrics CustomerXM to the SAP C/4HANA product suite. Together, this will make it easier than ever for organizations to combine X- and O-Data, gain actionable insights at every step of the customer journey and deliver personalized customer experiences. That’s why combining Qualtrics and SAP is so powerful. Organizations will now be able to listen, gain insights on what to do, evaluate the impact on the company, and most importantly, act to deliver unparalleled customer experiences.

Here are the solutions we’re announcing today:

• SAP Qualtrics CX for Commerce: Organizations can now gather feedback across all digital interactions to provide premium experiences that increase conversion, loyalty and satisfaction. SAP Qualtrics CX for Commerce combines CustomerXM digital and retail solutions with the SAP Commerce Cloud to help organizations gain the insights they need to improve ease of use, website layout, mobile app experience and navigation, and personalization. This will help organizations deliver a premium eCommerce experience that reduces cart abandonment and improves conversion rates.
• SAP Qualtrics CX for Sales: Organizations can now assess the strength of their client relationships, improve the sales productivity of their Account Executives, and provide a premium sales experience. CX for Sales combines our CustomerXM B2B offering with the SAP Sales Cloud to help organizations drive the internal alignment and focus needed to deliver meaningful experiences across purchase, installation, support and contract renewals.
• SAP Qualtrics CX for Customer Service: Organizations can now design and deliver seamless service experiences to customers across every support channel including phone, chat, in-person, and digital. CX for Customer Service combines CustomerXM contact center solutions with the SAP Service Cloud so Customer Care teams can quickly close experience gaps and provide personalized support to their customers over the phone and out in the field.
• SAP Qualtrics CX for Marketing: Marketing teams can now collect feedback to better understand their customer segments, target audiences, and customer behavior. CX for Marketing combines CustomerXM digital solution with SAP Marketing Cloud so marketing teams can build more effective automated campaigns that tie investments directly to the bottom line.

To achieve breakthrough results, organizations need more than a system of record - they need a system of action designed to intelligently use both X, and O-data to improve customer experiences.  By bringing together Qualtrics and SAP C/4HANA, we are building the most complete and powerful customer experience platform, offering organizations the tools they need to build better experiences, better understand their customers and adapt to their rapidly changing expectations.