End-to-End Customer Experience


End-to-End Customer Experience

Powering digital experience transformation throughout the customer journey

The value and competitive advantage of today’s leading brands is not found just in their products, price or services. It is the combination of everything. The value lies in the experience it delivers to its customers. This experience is unique and is what differentiates businesses in the marketplace. We help our clients create and more importantly, deliver these experiences that customers are obsessed about.

From strategy through to implementation, we help solve complex business issues by combining process and industry knowledge with deep expertise in enabling technologies and packaged software, providing the end customers with seamless physical and digital experiences.

We are Deloitte SAP CX

2019 marks the second year in a row that Deloitte has received four SAP Pinnacle Awards — the most received by any SAP partner in 2019, or any other year. The awards recognise Deloitte’s outstanding contributions as a SAP partner. Awards include the Digital Partner of the Year, Customer Experience Partner of the Year–Large Enterprise, SAP® SuccessFactors® Partner of the Year–Large Enterprise, and Purpose Driven Partner Application of the Year.

2019 SAP Pinnacle award SAP CX Partner of the Year Large Enterprise

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  • Launch partner for SAP Leonardo with 20+ live use cases
  • Launch partner for SAP Intelligent Suite with C4-S4 integration accelerator
  • Working for SAP to enhance the Hybris Cloud Environment 2018 Pinnacle Awards
  • for S/4HANA, Leonardo, Ariba,
    and SuccessFactors
  • 250+ certified SAP Hybris developers
  • Leading Gigya implementation partner globally
  • Deep Industry Expertise across all Sectors
  • Leading co-innovation partner for SAP: aftermarket parts, machine learning, and IoT accelerators


Our solution

Enabling digital experience transformation throughout the customer journey

We help our clients engage at every point along the customer journey. Our local and global experience means that our clients.

Managing your Customer Experience Capability

For businesses to sustain and deliver a successful CX program whether it is an end-to-end experience or a single phase, a framework is required that allows businesses to tackle this complex orchestration. Delivering both value to the customer as well as the business.

Customer Experience Management (CXM) is,

  1. CXM is standardised measure that helps businesses deliver a unified CX program. The CXM score and framework allows businesses to have the same conversation across all departments. The CXM score allows businesses to create internal standardised benchmarks across all departments.
  2. CXM recognises the importance of empowering the employees and all departments and functions in the common goal of delivering an outstanding CX. CXM helps view CX from an OUT/IN and IN/OUT perspective, ensuring that the business can view how the front and back end of the experience ecosystem is functioning.

Why Deloitte

How can we help you get the most out of your SAP investments and position your business for future digital demands and success.

Your choice is an important one when it comes to SAP solution providers who can help you get the most from your SAP investments to help position your business for the evolving digital economy. And while the alliance between Deloitte and SAP has a long history and is widely recognised for excellence, there are many more reasons to choose to work with us.

So why Deloitte? There are several compelling reasons for choosing Deloitte to help you get the most out of your SAP investment and to begin the critical digital transformation your organisation will require to meet tomorrow’s business needs.

Vision beyond tomorrow

We understand that constant disruption requires an ability to reimagine more than your business processes. It calls for an ability to reimagine everything an entire universe of possibilities. Deloitte can help you reimagine your future, your marketing function, your sales process, your front and back end office, the value of your data, customer engagement and relationships, the potential of cloud, your strengths, your opportunities, and more—and then take action. Addressing today’s challenges isn’t enough. New solutions must be able to keep up with constantly changing business demands. As business continues to shift sharply into the digital realm, you likely will need solutions that can deliver meaningful results well into the

Ease of working together

Deloitte works as an extension of the client’s own team. We help our clients stay current through Run SAP-certified methodologies that are aligned with the SAP Activate innovation adoption framework, coupled with practitioners who are up to speed on the latest industry and technology trends.

Digital strategy

We understand that enabling the digital organisation calls for more than just talk. It requires an ability to reimagine how your business should operate and then apply the right tools to turn your ideas into realities. Deloitte’s strength in digital is a result of combining deep experience with SAP digital platforms, with an agency approach that can help extend the usability of solutions by leveraging SAP Fiori®, UI5, 05 and native capabilities. And as an SAP Hybris Partner of the Year, we understand technology capabilities, industry demands, and customer preferences for engagement. Through the discipline we bring with our Enterprise Value approach to developing business cases and benchmarking assets, we help clients prioritise their digital needs and realize new value where it counts.

Cloud strength

Cloud is here to stay. The architecture model has grown to become an important consideration for a business-and-technology strategy. Our extensive experience implementing effective cloud solutions—public, private, and hybrid gives us critical insights for guiding clients through the nuances of moving confidently to the cloud and weaving together new cloud technology with existing systems. Our focus on SAP Cloud Platform helps us deliver agility for our clients while positioning them for future needs. Whether it’s purchasing licenses through Deloitte’s certified SAP gVAR alliance, or gaining access to Deloitte’s cloud hosting experience, we can help you take advantage of all that cloud has to offer. We’ve also been recognized for excellence, with an SAP Partner Excellence Award for Cloud Services.

A history of quality and accountable support

When it comes to implementation, we maintain an equal focus on business process excellence and technical dexterity. The result? A reputation for quality. Deloitte has been awarded numerous SAP quality-related honours in recent years including the SAP Pinnacle Award for Quality Partner of the Year. Our Application Managed Service (AMS) strength extends beyond quality implementations
to work that helps our clients innovate, realize meaningful results, and transform their businesses.

Business value

Deloitte leads with a value-oriented approach to help clients solve business and technology issues. That’s a winning strategy—one that aligns business strategies with implementation objectives and customer success. Our Enterprise Value Delivery methodology and benchmarking capabilities provide early insights into the results that can come from process improvement, technology adoption, and talent transformation.

Contact us

Marcelo Alcantara

Marcelo Alcantara

Principal, Consulting

Marcelo is a Principal at the Marketing, Commerce and Digital Experiences practice. He has over 20 years experience in defining, implementing and managing eCommerce and Digital platforms with large ge... More