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World of Customer Experience – Webcasts

Upcoming Customer Experience Webcasts you should not miss:

CX Webcasts:

Webcast Library:


Using Personalization Mode in SmartEdit to Customize your Storefront

Personalize your storefront with the help of SmartEdit to better connect with customers in order to drive conversion and increase brand loyalty! Join our SAP Value and Adoption team as they take you through Personalization Mode in SmartEdit.


CX Insights 2020: Building a resilient B2B e-commerce business
Krupa Singampalli

Join our SAP experts as they reflect on 2020 insights, based on analysis of data from the SAP Commerce Cloud global B2B client base. In this webcast, ’ll delve into key trends emerging in e-commerce from the year of radical change that was 2020.

You’ll learn: – How the global pandemic increased overall order volume year-over-year across industries, while also often lowering order value,  – How Hi-Tech, IM&C and Wholesale Distribution customers navigated the choppy waters of 2020 and what’s in-store for their future,  – 7 key elements to consider when planning your digital transformation initiatives, and the 6 key capabilities needed to ensure e-commerce success for today’s B2B enterprise, – Customer stories highlighting commerce-driven experiences in B2B.




SAP Emarsys Customer Engagement: Automation for Rookies – product training

Are you new to marketing automations and want to learn about how to use Automations in SAP Emarsys Customer Engagement? Perhaps you want to brush up on your skills? Maybe you simply like to re-enforce what you already know? If so, then join us for our webcast.


How to use rule-based scoring capabilities to better segment and classify your customers
Carsten Heuer

This session will demonstrate how the Score Builder can be used and extended to create powerful scores for different use cases or in Segmentation. Starting with an overall description of the Score Builder and its capabilities, it will also be shown how it can be extended to more complex rule models based on dynamic Target Groups as well as on custom attributes calculated within HANA Views.




Achieve your Service Organization goals with efficient Ticket Processing
Marcus Echter

Do you struggle with the following in your Service process?
– Assigning tickets to the right team and agent
– Having too many tickets for the same issue
– Being unsure about how to automate repeatable processes

Do you face challenges like…
– Ticket ping-pong between teams
– Ticket remaining in status “New” for long time
– Unclear ticket and customer history
– Manual work spent assigning correct category and team

In this session you will learn about ways to reduce ticket processing times and free up agent capacity.


Onboarding to Real Time Channel and Support Processes for SAP Sales and Service Cloud (C4C)

In this session we will give you an overview on Real Time Channel and Support Processes in SAP Sales Cloud and SAP Service Cloud (C4C).



How to rapidly deliver a seamless registration and login experience (in 29 mins)
Naomi Ko, Ian Hametz

You can now use native screensets to easily design native UI for your CIAM flows in SAP Customer Data Cloud (CIAM). Come see in this short session how your teams will enjoy a great UX and provide a faster time to market to offer a seamless and fluid experience to your customers.


What’s New for CIAM and ECPM

As we march towards H2 of 2021, come hear about where we’re headed (roadmap) for the remainder of the year.

Previous webcast sessions in 2021: 







Discover all other CX webcasts from past years:


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