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SAP Customer Experience – SAP TechEd 2021

Are you ready for SAP TechEd – The premier virtual event for developers, IT practitioners, and professionals? Then sign-up for free and join us online.

Below please find major sessions of the CX Track.


Channel 1:

Tune into Channel 1 on November 17 at 11pm CET to hear Adrian Nash, Head of Strategy for SAP Customer Experience, share insights on the spectrum of CX solutions and how they are constantly evolving to adapt to each customer’s journey. Stay tuned for an interview with JOY, a Swedish fashion retailer focused on e-commerce and personalized fashion advice, to learn how they are using CX solutions and co-innovating with SAP by helping to shape our products as early adopters. In a final Q&A session with our experts, you’ll have the opportunity to ask your burning questions about the entire CX product portfolio.

Learn How to Benefit from SAP Customer Experience Solutions [CH008]


Lecture Sessions:

Explore Sales and Service Cloud Modernization – Monolith to Microservices [ISP301]

Get a good look at how the SAP Sales Cloud and SAP Service Cloud solutions have transitioned from a monolithic architecture to a microservices architecture. Discover the benefits for our customers and partners that come with this transition, what´s in it for developers and architects, and how the microservice-based architecture delivers faster time to value.


Integrate Marketing and Sales with SAP Emarsys Customer Engagement [ISP110] B2B companies require marketing and sales teams working together smoothly in order to win and grow sustainable customers in a digital world. Learn how the SAP Emarsys Customer Engagement platform and SAP Sales Cloud solution integrate on the data, process, and – most important – experience layers using SAP Business Technology Platform. See feedback from early pilot customers that shows how this changes the way marketing and sales will work together in the future.

Learn What’s New in Customer Identity and Access Management Around Security [ISP205] SAP Customer Data Cloud solutions are protecting 3B identities from account takeover (ATO) attacks while allowing customers to provide an adaptive user experience. Examine various types of ATO attacks and the mechanisms these SAP solutions use to protect against them. Watch a demonstration of how a customer can create an adaptive experience for users and attackers based on risk assessment to minimize business impact while keeping a high level of security.

Power True 1:1 Personalization with AI: SAP Emarsys Customer Engagement [ISP106] Marketers strive for measurable business outcomes, and AI-driven personalization can be used to accelerate results. Explore the ways the SAP Emarsys Customer Engagement solution integrates AI and predictive analytics with marketing execution to scale true 1:1 personalization and continuously optimize business results. Learn about AI scores, product recommendations, send time optimization, and visual similarity, both from the front end and by taking a brief look under the hood.

Drive Customer Lifetime Value with SAP Emarsys Module for Loyalty [ISP107] Every brand wants to achieve customer loyalty, with customers buying more often at higher values and lower costs. Customer retention, discount reduction, and customer lifetime value are now key business metrics to measure and improve performance. Discover how an integrated loyalty solution with personalization is core to driving customer lifetime value.


Hands-On Workshops:

Look at Sales and Service Cloud In-App Extension and Customization Options [ISP360] Get an overview of how extensions will be supported in the new stack using the configuration capabilities available within SAP Sales Cloud and SAP Service Cloud solutions. Examine the customization options that leverage the low-code/no-code tools from SAP Business Technology Platform.

Extend SAP Commerce Cloud Through Cloud Native Functions and Services [ISP261] Being able to extend and upgrade their commerce application is a vital focus for businesses nowadays, with good reason. Get an overview of how to extend the SAP Commerce Cloud solution using SAP BTP, Kyma runtime. Learn how to use microservices combined with serverless functions and events to create a modern extension scenario for SAP Commerce Cloud that will fit your business needs.

Get Hands-On Experience with SAP Upscale Commerce [ISP260] Try out SAP Upscale Commerce, a business-to-consumer commerce solution for specialty retail and direct-to-consumer companies, with a very low total cost of ownership. It offers a mobile-first, cross-channel, in-store experience and a flexible deployment with customized or headless APIs and microservices. With intelligent AI merchandising and digital category management options, it is designed to deliver native experiences across a wide range of devices, including mobile apps.

Achieve Real-Time Customer Context with SAP Customer Data Platform [ISP160] SAP Customer Data Platform enables implementation consultants to configure a no-code/low-code solution to create intelligent connectors based on templates, and publish the connectors to a central library where they can be used across the client’s workspaces. See how simple it can be to create a connector between SAP Customer Data Platform and a REST-based third-party system using such a solution, and how to validate and enrich a customer profile by using an extension based on Kyma technology.


Enjoy SAP TechEd 2021 and use it to explore your next CX opportunities.


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      Author's profile photo Jasmin El Idrissi-Lamghari
      Jasmin El Idrissi-Lamghari

      Replays of all CX lecture sessions are already available in the TechEd Event Platform and our Channel 1 Topic Hour can be viewed on Youtube. The replays of the four workshops will be available from mid-December 2021!