What SAP Customer Experience (CX) will mean for your business in 2020

Businesses that embrace CX as the heart of their digital transformation set themselves up for future success. Today’s consumers have come to expect experiences similar to what they get with brands like Amazon, Apple, and Uber; businesses are seeing the benefits of a true customer-centric transformation through improved customer satisfaction, better employee satisfaction and increased revenue to name a few.

The ongoing benefits of an omnichannel customer buying journey are known to many organisations. However, implementing a unified CX philosophy and the business processes needed to support it can be complex.

The recent acquisition of Bluleader by DXC Technology’s SAP practice, DXC Oxygen, has created arguably the most comprehensive SAP CX capability in the ANZ region, having delivered more than 60 projects in the SAP CX space, covering every component of the SAP CX stack. Although there are a number of SAP partners that offer the SAP CX consulting, few have the span across customer engagement, supply chain execution and financial accounting to support the complete customer life cycle. An end-to-end roadmap for companies, with one implementation partner, is a competitive advantage for any organisation striving to tap into the latest technologies and customer experience trends.

This is just the beginning to what this new acquisition will bring to ANZ companies. Whether you are just starting on a CX strategy, in the project implementation phase or looking to innovate year on year, here are five things to look for in a CX systems integration partner:

1. Experience and expertise: Above all else, a systems integrator (SI) needs to demonstrate CX project success. It should be able to provide referenceable customers across a variety of CX implementations and in a range of different sectors. Look for breadth and depth of both experience and expertise. 

2. Scale and reach: Ideally, an SI should have the size and scale to deliver any component of the SAP CX stack, using the delivery model of your choice. If your business operates in multiple geographies, you may need a provider that can deliver implementation and support services both onshore and offshore.

3. Agility and structure: An SI should bring proven project management capabilities and methodologies to your CX transformation. The use of structured but agile implementation practices will be key to delivering an on-time and on-budget implementation, helping to minimise risk and reducing disruption to your day-to-day business operations. Your provider should also be able to help build your business case, clearly outlining the anticipated benefits and project milestones so you can get the right buy-in at all levels of your business.

4. Strong ecosystem: An experienced CX provider will have robust alliances with a range of business partners. CX projects often impact a number of different operating systems within the enterprise and it is essential your system integrator can collaborate with other providers to minimise project roadblocks. Thought leadership is also important. To remain abreast of the latest technology and trends, seek out an SI that is willing to lead, and importantly, willing to continually share its knowledge with its customers.

5. End-to-end SAP delivery: Successfully embedding CX technology and practices impacts front and back office systems and processes, as well as the people that manage and operate them. Make sure you are given an end-to-end roadmap that enables you to plot your organisation’s current and future CX adoption lifecycle. A competent SI will ensure that any new technology adoption is fully integrated with your existing SAP S/4 HANA and C/4HANA solutions, allowing you to continue leveraging your existing investments to drive out superior customer experience right across your organisation’s value chain.

To find out more subscribe to our CX Thought Leadership community or contact info.oxygen@dxc.com