Solutions

Experience management

Transform customer experience and the workforce experience with SAP C/4HANA­­®, SAP’s Qualtrics experience management platform, and other SAP® solutions. Enable a “human first” enterprise that can understand and act on the moments that matter.

Explore Content

Differentiate your business in the experience economy

Learn how you can use SAP’s Qualtrics experience management platform and SAP S/4HANA to harness experience data, integrate it with operational data, and drive new business value.

Improving the workforce experience

Connecting experience data and operational data to get insights and improve processes will be key to driving new business results. Learn how you make an impact with SAP SuccessFactors and Qualtrics solutions.

Overview
Transform customer experience and the workforce experience

To help boost efficiencies, enhance service, and drive growth across customer touchpoints, many organizations are turning their attention to the SAP® C/4HANA customer experience (CX) suite. Unlocking the full potential of SAP C/4HANA will require an integrated approach that leverages the broader SAP ecosystems of solutions, including the Qualtrics® experience management (XM) platform. It also will require a “human first” perspective that encompasses customer experience as well as the experience of your employees and extended workforce.

Deloitte Digital can help you leverage Qualtrics solutions and other SAP technologies to manage the customer experience and the employee experience (EX)—the human experience—at scale. With an integrated approach that intersects every step in the customer journey and the employee journey, you can effectively capture feedback from key audiences to learn what works and what does not.

Act on “why,” not just “what”
By working with Deloitte Digital to enable an integrated experience management (XM) approach with SAP C/4HANA and Qualtrics technology, you can go far beyond basic dashboard notifications—about broken links in your chain of business processes, for example. An integrated “human first” XM function can show you not only what is broken but why it is broken, providing context to help you understand the state of your business and to prioritize your actions.

Make an emotional connection

With Qualtrics XM solutions and help from Deloitte Digital, you can begin to turn customer and employee sentiment, feelings, and feedback about your business processes—i.e., their emotions—into data you can use to make the SAP C/4HANA suite more intelligent, more effective, and more impactful for your business.

Deloitte Digital has been actively working with clients across the globe to help them amplify SAP C/4HANA with Qualtrics. For industry leaders today, the combination of XM, CX, and EX offers an opportunity to engage with audiences on a more human level—to elevate the human experience by showing them your organization is aware of what is important to them and that you can act on that knowledge.

From vision to reality

Deloitte Digital can help you bring together experience data and operational data in impactful new ways—working with you to enable integrated experience management solutions that deliver new capabilities for understanding and improving business processes from end to end. Deloitte Digital’s total team of professionals includes specialists in SAP solutions, industry solutions, customer experience, workforce experience, systems design, systems integration, and more.

When you work with Deloitte Digital to deploy the Qualtrics XM platform, SAP C/4HANA, and other SAP technologies, such as SAP® SuccessFactors® HR cloud solutions, you can more effectively address rising customer and workforce expectations—using your data to:

  • Create highly personalized experiences
  • Anticipate very specific customer and employee needs
  • Close the loop based on human feedback
  • Identify opportunities to improve processes and improve experience overall Deloitte Digital can help you:
  • Develop an end-state vision for your enterprise, including use cases for XM, CX, and EX
  • Build the business case for an “XM + CX + EX” transformation
  • Design a strategic roadmap for turning your vision into a reality
  • Select and deploy a portfolio of solutions for supporting the future enterprise and your specific business objectives
  • Integrate data, systems, and processes to deliver a unified platform
  • Operate, update, and maintain an integrated ecosystem of applications and other technologies
  • Innovate and evolve at the pace of disruption—becoming a more Kinetic Enterprise™ that can address constant change by leveraging a clean core, intelligent capabilities, an inclusive ecosystem of capabilities, and responsive cloud-enabled solutions
Why Deloitte Digital?

Deloitte Digital brings deep industry-specific experience, business and process knowhow, and technical capabilities for helping you reimagine the customer experience and the employee experience—so you can elevate the human experience.

Total team. Our global team of more than 23,000 professionals focused on SAP solutions includes digital consultants, business strategists, systems integration professionals, and other specialists who work as an extension of your team—collaborating closely with your organization to navigate an uncertain future and deliver results that matter.

Human focus. Meticulously focused on the details and thoroughly engaged in the business of our clients, our team prides itself on its human approach to transformation—to strengthen human relationships and make an impact by listening intently to our clients and their customers.

Critical capabilities. No matter where you are in your transformation journey, we offer a complete set of services and industry-specific solutions to help you move forward. Through a design-led, “human first” approach, we can help you:

  • Identify opportunities for growth
  • Build your brand
  • Enable forward-facing capabilities for digital commerce, customer service, sales, marketing, workflow management, workforce/HR processes, and more
  • Intelligently automate and enhance business processes
  • Merge the back office with the front office and deliver unified customer and employee experiences

Experienced and recognized. With a 30-year SAP relationship, Deloitte Digital is widely recognized for our innovative thinking and our ability to help clients deliver tangible value with SAP solutions. In addition to being named a 2019 finalist in three SAP S/4HANA categories, our long list of awards includes 2019 SAP® Pinnacle Awards for:

  • Customer Experience Partner of the Year—Large Enterprise
  • Digital Partner of the Year
  • SAP SuccessFactors Partner of the Year—Large Enterprise
  • Purpose Driven Partner Application of the Year

Other accolades include:

  • SAP Customer Experience (Hybris) Global Partner of the Year (2018)
  • Named a Global Leader in CRM and CX Consulting (Gartner: 2018, 2019)
  • Named a Global Vanguard Leader in Customer Strategy and Enterprise Consulting (Kennedy)
  • Named a Global Leader in Customer-Facing Service Operations Consulting and Digital Innovation Consulting Services (ALM Intelligence)
  • Identified as a Worldwide Leader in Digital Strategy Consulting Services (IDC)
Let’s talk

If elevating customer experience and employee experience is a priority for your organization, we should talk. Contact us to find out what sets Deloitte Digital apart and to get additional insights for enabling a “human first” enterprise.

Thoughtware

A Guide to Setting Up a New OpCX Function

Customer experience is the new business battleground. Yet, companies continue to struggle with delivering truly differentiated experiences. For those who are serious about building stronger relationships with their customers, it’s time to establish an operational customer experience function.



Beyond marketing: Experience reimagined

In the new world of marketing—personalized, contextualized, and dynamic—CMOs are partnering with their technology organizations to bring control of the human experience back in house, with a fresh arsenal of experience-focused marketing tools.



Integrating Workforce Data to Measure Experience and Drive Better Outcomes

Elevating the human experience is Deloitte’s tailored unique approach that aligns your organization to the values of the people that work for you and with you. It can move traditional “employee experience” to “human experience.” But, how can you move if you can’t measure it?



OpCX Tech Architecture Underpins CX Strategies

Consumers expect personalized encounters regardless of when, where, and how they interact with a brand. With a widening array of touchpoints, how can businesses deliver the differentiated experiences that make customers feel valued?



Turn CX Into a True Operational Function

The digital revolution that has given rise to greater consumer choice and wide-scale commoditization across many sectors. Customer experience is more important than ever. So why do so many companies fail to treat it with the rigor they give to other capabilities?



Turning brand to bond

Deloitte’s latest research on creating emotional connection at enterprise scale.



On-demand

Emotion-driven engagement: Fostering deeper connections across key moments with customers

The ability to leverage emotionally intelligent platforms to recognize and use emotional data at scale represents one of the biggest, most important opportunities for companies today. Download our webinar and discover how emotions, rationality and shared values factor into engagement and loyalty.



Qualtrics Masters Session:

Customer Experience – From Theory to Practice



The Experience Revolution, a Podcast Series by SAP:

Digital Transformation Has Automated Businesses, The Next Step Is to Re-Humanize


The Kinetic Enterprise: Built to Evolve

A new 12-week podcast series is designed to help enterprise leaders get smart about the Kinetic Enterprise™—Deloitte’s vision for activating an intelligent, cloud-enabled organization that is built to evolve.

Case studies

Banking on a big CX transformation

Spain’s Unicaja Banco is leveraging SAP® Qualtrics technology and Deloitte’s help to build a “voice of the customer” program, collecting feedback along three credit-process journeys. The vision? Increased customer satisfaction and brand loyalty.



Contact us

Tim Greulich
Managing Director, Deloitte Digital
Experience Management Practice Leader
tgreulich@deloitte.com

Tim Greulich is the Deloitte Digital Experience Management Practice Leader, and has lead the development, implementation, and execution of a new digital engagement approach. Tim specializes in helping clients develop executable strategies for getting the most out of their customer interactions and effectively managing their overall customer operations. Tim has helped clients transform their customer and digital engagement capabilities, and has substantial experience in the financial services, telecommunications, and high-tech industries.




Jennifer Buchanan
Global VP, Deloitte Digital
XM Alliance Leader
jenbuchanan@deloitte.com

Jennifer Buchanan leads Deloitte Digital’s Customer and Workforce Experience technology alliances, working across industries and channels to challenge her clients to think differently about how they use technology to operationalize customer insights across their organizations. She uses her passion for research to help clients better understand audience motivations and brand perceptions, and how to enhance products, marketing, hiring, and customer servicing. In her 15+ years of experience, Jennifer has supported clients spanning governmental agencies and Fortune 500 companies in the financial services, retail, technology, consumer products, professional services, and life sciences industries.




Kashif Rahamatullah
Principal, Deloitte Digital
Global SAP Customer Experience Practice Leader
krahamatullah@deloitte.com

Kashif Rahamatullah is a Principal in the Digital practice for Deloitte Consulting where he advises clients on how to transform their businesses through digital solutions such as ecommerce, CRM, portal, mobile and digital marketing. Kashif has more than 20 years of experience delivering large scale business and technology transition and transformation solutions using multi-site, cross-geography teams for the fortune 500 companies in Consumer Products, Life Sciences and the Oil & Gas industries. In addition to client service, Kashif also leads the Global SAP Customer Experience practice for Deloitte Consulting and is the Diversity and Inclusion Leader for Deloitte Digital.




Kristin Starodub
Principal, Deloitte Consulting LLP
SAP Workforce Experience Leader
kstarodub@deloitte.com

As a principal in Deloitte’s Human Capital practice, with over 20 years of combined industry and consulting HR technology experience, Kristin specializes in designing and delivering large, complex, global human capital transformation solutions enabled by SAP solutions, including SAP SuccessFactors and Qualtrics. She assists clients in activating their digital HR organizations and driving sustained organizational performance by shifting their strategy from programs, processes, and policies to one of experiences that delight and engage employees, across industries, geographies and organizational demographics.