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Author's profile photo Fernando Redondo

Retrospective – Meet SAP Customer Experience Solutions in a Day

Hello SAP Community!

Fernando from the CRM & CX Product Learning CoE Team writing this post, to recap the Virtual Instructor-Led Training (VILT) – Meet SAP Customer Experience Solutions in a Day – held last week for the first time.

Cui Jian, Charles Ohene, Filipe Fedalto and Fernando Redondo were requested a few months ago, to create and deliver a new one day virtual training to present all the SAP Customer Experience (aka. CX) solutions, including their integration and extensibility options from the functional point of view, as well as dedicated system demos accessing to the related solutions. The aim is to make sure that, the participants will get not only the essential introduction but also a glimpse of a live walkthrough of each solution. This turned out to be a real challenge, as such an event/training with the entire portfolio of SAP Customer Experience has never been delivered within SAP before.

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We firstly agreed on what content would be fruitful for our participants. After a few conversations we finalized an agenda that covers the following topics:

  1. Introduction to SAP Customer Experience Solutions and Lead to Cash (40 min)
  2. SAP Commerce Cloud Overview (60 min)
  3. SAP Customer Data Essentials
    1. SAP Customer Data Cloud (45min)
    2. SAP Customer Data Platform (15 min)
  4. Outlining SAP Sales Cloud (45 min)
  5. Edging SAP Service Cloud (45 min)
  6. Meet SAP Emarsys (45 h)
  7. Primer to SAP Customer Experience Integration options (70 min)
  8. Summary to SAP Customer Experience Extensibility alternatives (15 min)
  9. Closing and wrap up (10 minutes)

Initially we were aiming to have several trainers/consultants to talk about each topic. However, we noticed that having one presenter throughout the event would be more effective and advantageous not only for the learning experience, but also can prove that a single person can grasp and tame all the solutions of the entire CX portfolio from an introductory level, while encouraging others to do the same in the future. Finally, I was nominated to carry on the endeavour as the main event conductor ;), while the others remained as facilitators.

Content-wise, we decided to design all the lesson slides with the same structure for each Solution / Topic covered:

  • Brief intro
  • Selected key figures
  • Functional features
  • Representative Screen captures
  • Live Demo
  • Participant Questions (while allowing all chat questions to be answered during the presentation of each topic by the facilitators)

The final sticky situation was to get access to all the SAP Customer Experience Solutions during the same event. This has been a very challenging task for one person to enter each of the CX and Integration/Extensibility solutions during a single day. But our participants deserve the best, so we shared the responsibility to get valid credentials to access to all the different systems at the end.

After some more catch up meetings we were ready to go and the event day arrived:

A 30 people turnout was waiting for us very punctually at 9:00 AM. We started with the introduction, presented the agenda and timing for the day. Then the rest was like roller coaster ride, we had to cover so many topics, so many demos and trying to be informative while keeping people from getting bored or overwhelmed by the topics.

During that day we quickly demonstrated the following systems:

  • SAP Commerce Cloud
    • Spartacus Electronics B2C storefront
    • Spartacus Apparel B2C storefront
    • Spartacus Powertools B2B storefront
    • SAP Commerce Cloud Backoffice
    • SAP Commerce Cloud – Cloud Portal
  • SAP Customer Data Solutions
    • SAP Customer Data Cloud Customer Profile (B2C)
    • SAP Customer Data Cloud Organization Management (B2B)
    • SAP Customer Data Platform
  • SAP Sales Cloud
  • SAP Service Cloud
  • SAP Emarsys
  • SAP Integration Suite
    • SAP API Busines Hub
    • SAP Cloud Integration
  • SAP Extension Suite
    • AppGyver (SAP Build Apps)
    • SAP Business Application Studio
    • SAP BTP, Kyma runtime

What was the final outcome and the participant’s feedback? Well, a lot of people thanked us for having the opportunity to experience so many different topics, which was a very unique experience (even for us/me). For other people it was like connecting the dots because they already knew several CX solutions, or filling gaps about major topics like Integration or Extensibility. Nevertheless, not a few people were interested not in all but a few solutions instead, so they would have preferred more depth introduction, which wasn’t our major goal. Last but not least, the atmosphere during the event with a lot of questions, comments and feedback led us to start working on the next (improved) edition of this amazing event in the SAP CX landscape.

Wrapping up this blog post, there is an important goal in our offering for this one day VILT: “Meet SAP Customer Experience Solutions in a Day”, and I believe we have achieved it for SAP CX newcomers, business/technical experts in only a few solutions, integration consultants, extensibility developers or just anyone guessing what is inside SAP Customer Experience Solutions portfolio!

So, stay tuned for the next edition and let us know your comments and suggestions for it in this blog post!

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      Author's profile photo Kobi Cohen
      Kobi Cohen

      Hi Frenando

      Can I access the recording if available?

      Author's profile photo Fernando Redondo
      Fernando Redondo
      Blog Post Author

      Hi Kobi,

      Sadly, this event wasn't recorded, so, we will run more editions in the future.



      Author's profile photo Jörg Oberdieck
      Jörg Oberdieck

      Am I right, that you posted this on the 29th, whereas the event took place on the 24th?

      Author's profile photo Fernando Redondo
      Fernando Redondo
      Blog Post Author

      Hi Jörg,

      yes, It is a retrospective! the event was promoted using the official SAP channels.

      best regards,