SAP | CX UKI Innovation Day

SAP

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How do you stand out in a sea of sameness?

The SAP Innovation Day for CX will be an incredible day for business and IT leaders to share ideas and best practices around customer-centric digital transformation

Learn about SAP CX solutions and how they come together in composable, AI-powered ways to improve loyalty, decrease customer churn, and increase profitable growth.

Also, don’t miss out on this exciting opportunity to hear inspirational customer success stories and engage in meaningful networking and demo sessions with partners and executives.

View the highlights from the CX Forum 2023!

Agenda

10:00 - 10:30 Registration
10:30 - 10:45	Connected Customer Experience key to Intelligent Enterprise This Executive introduction focuses on the importance of transforming the customer experience within your organisation, putting your customers at the heart of your business and demonstrates the importance of CX both to SAP and our Customers. Hosted by: Goutam Dev, CRO, SAP CX Benny Martini Keane, Head of SAP CX UKI
Strategy talk: SAP and SI partners with customers
10:45 - 11:05	Connect Experiences Across the Value Chain with Intelligent Customer Experience Join us to learn how you can create the future of customer experience by connecting your commerce, sales, service, and marketing solutions with ERP, not only creating happy customers but also maximising your investment in SAP. Learn about various SAP solutions and how they come together in composable, AI-powered ways to improve loyalty, decrease customer churn, and increase profitable growth. Hosted by: Alex Timlin, Chief Expert - Customer Experience and CRM, SAP Payal Hindocha, Global Go-To-Market Lead, SAP CX
11:05 - 11:45	Transforming Customer Experience with AI-Driven Omnichannel Service and Support - KPS, Sinch and Harrods Explore how integrating AI into Harrods' customer experience (CX) processes has optimised their omnichannel customer interactions. Discover how Sinch Contact Pro enhances Harrods' omnichannel customer service approach by providing seamless, intelligent customer experiences across all channels. Additionally, learn how KPS’s deep understanding of Harrods' existing business processes and challenges, combined with their technical expertise, has enabled Harrods to achieve excellence in customer service. Hosted by: Teemu Niskanen, Senior Manager, KPS Sunny Sangha, Director of Sales Enablement & Partnerships UK & Ireland, Sinch Karolina Wilczek, Digital Product Owner, Harrods
11:45 - 12:05	The Commercial Excellence Perspective - Lessons from a transformative CX program - Prezien and CliniSupplies In this session, Kelly will share lessons from how Clinisupplies approached and delivered their very recent implementation of SAP Sales & Service. The program represents a significant leap in terms of business capability and transformation, and was delivered at pace, whilst successfully managing risk and disruption. Kelly will also describe the importance of role of the ‘product owner’ in guiding such a program.” Hosted by: Tan Varma, CEO, Prezien Kelly Slabbert, Commercial Excellence Director, Clinisupplies
12.05 - 12:50 Lunch Meet the Partners and Networking
Strategy Talk: SAP Solution - Sales and Service Cloud and Commerce Hear from ISV Partners and Customers
12:50 - 13:20	Unleash Business AI for Enhanced Customer Experiences Embed AI into sales, customer service and e-commerce to supercharge your customer interactions. Learn how SAP Business AI transforms data into personalised experiences, ignites revenue growth, and fuels continuous CX innovation. Hosted by: Sales and Service: Anthony Leaper, Senior Vice President - SAP Sales and Service Cloud Product Management Steven Kirby, SAP Customer Experience PreSales Expert Commerce: Rupert O'Halloran, VP, Global Commerce GTM, SAP Customer Experience Alex Simmons, Associate Commerce Architect, SAP
13:20 - 13:40	The Power of AI to Increase Customer Experience and Customer Loyalty – Coveo and Customer Embed AI into sales, customer service, marketing, and e-commerce to supercharge your customer interactions. Learn how SAP Business AI transforms data into personalised experiences, ignites revenue growth, and fuels continuous CX innovation. Say goodbye to hurdles like data integration and skill gaps and hello to seamless, privacy-focused operations that prioritise trust.
13:40 - 14.00	Delivering Trusted Answers with KM and AssistGPT - eGain and Customer In today’s fast-paced business environment, providing accurate and timely information is crucial for maintaining customer trust and satisfaction. We will show you how the integration of eGain’s Knowledge Management Hub with advanced AI technologies, specifically Assist GPT inside SAP CX, can revolutionise knowledge creation, customer engagement and support. Hosted by: Anthony Gray, VP of Sales, EMEA, eGain Customer Speaker (TBC)
14.00 - 14:20	Build fully composable headless storefront for SAP Commerce cloud - Alokai and Customer 80% of composability challenges are around building a fully de-coupled headless storefront. This talk explores achieving a modern, composable commerce architecture for your SAP Commerce deployments.
14:20 - 14:40	Fuelling Profitable Growth: Huel's Strategic Success through Customer Advocacy Marketing - MentionMe and Huel By activating their fans to drive retention, loyalty and profitable growth, you’ll find out how Huel got 22% of their customers sharing and recommending the brand with their friends and family.  Kat and Tash discuss: The revenue and LTV impact delivered by Huel’s customer advocates.  What Huel’s customer advocacy marketing strategy looks like  How Huel is leveraging unique advocacy data in their CRM strategy to supercharge their growth Hosted by: Kat Wray, Director of strategic partnerships, MentionMe Tash Reynolds, Global Head of CRM, Huel
14:40 - 15:00 Coffee Break
15.00 - 16.00	Discovery Session Network with our SAP Experts, SI and ISV partners. Ask those burning questions related to your business needs. Get deeper insights at our demo pods, and explore the opportunities AI can bring to your business with the CX AI toolkit Showcase and ISV solutions.
Strategy Talk: Omnichannel customer engagement and experience.
16.00 - 16.20	Top Notch Customer Engagement Across Channels - Molton Brown (Kao Corporation) Deliver Top notch customer engagement across B2C and B2B channels using SAP Commerce Cloud, Emarsys and customer Data. Hosted by: Naresh Krishnamurthy, Senior Manager, Business Transformation - Molton Brown, Kao Corporation
16.20 - 16.35	Realise the Power of Connected Omnichannel Engagement Discover how SAP Emarsys Customer Engagement is purpose-built with AI to empower brands to understand consumer needs to drive greater customer retention and loyalty. With connected data and systems across the value chain, including deep integrations with ERP and a vast partner ecosystem, brands can be empowered to scale quickly.
16:35 - 16:50	Customer 360 with SAP customer data for B2C and B2B Say goodbye to data integration hurdles and hello to seamless, privacy-focused operations that priorities trust.
16:50 - 17:00	Closing
17:00 - 19:00 Networking drinks and Bowling