SAP Customer Data Platform (CDP) – Build your CX Journey

Customer data platforms (CDPs) develop customer profiles by combining information from various first-, second-, and third-party sources. Provides a 360-degree view of the customer, supporting omnichannel customer service and marketing efforts, informing product development, and enabling personalized customer experiences.

Such data sources may include transactional systems, web forms, behavioral data, website and e-commerce, email and social media activity, etc.

In doing so, the platform unifies customer data from various sources and touchpoints while cleansing and standardizing it, making it available for use by other systems – including the CRM.

CX Journeys (AKA Milestones Journeys) enable you to manage your CX strategy within the SAP Customer Data Platform, providing a top-to-bottom approach to creating and defining milestones for your customer’s journey.

CX journeys enable marketers to illustrate the steps their customers go through in engaging with their company across all touchpoints and better understand the customer’s overall experience. This enables them to manage their CX strategy within the SAP Customer Data Platform and orchestrate the funnel accordingly

Use the SAP Customer Data Platform to:

• Engage with customers on their terms, using any platform
• Connect multiple customer silos into a unified customer profile
• Provide customers with a personalized conversation
• Protect customer data from misuse.

CX journeys enable marketers to illustrate the steps their customers go through in engaging with their company across all touchpoints and better understand the customer’s overall experience. This enables them to manage their CX strategy within the SAP Customer Data Platform and orchestrate the funnel accordingly

Please, contact the value map team for SAP Customer Experience solutions for guidance, or leave a comment in this post with your interests.

Kind Regards

Mónica Domingo

Global Topic Owner – SAP Customer Experience Solutions