Reimagining customer engagement and your brand experience with SAP Hybris

In nearly every industry across the globe today, customer expectations continue to rise. An explosion of device types and data mean that most consumers now expect increased access to increased amounts of information—when and where they need it.

The customer wants to be recognized as “the same customer” at every point of interaction.

They want details on inventory availability and location, their transaction history, their customer service interactions, order status, product manuals and tutorials, customer reviews, purchasing options, and a lot more. As the number of touchpoints grows—at physical stores, online, through ecosystem partners, via social and mobile platforms— the customer typically wants more than realtime information. The customer wants to be recognized as “the same customer” at every point of interaction. It’s about more than easy engagement. It’s about being perceived as important each step of the way—in a personalized, contextual interaction.

Reimagining customer engagement and your entire brand experience can help you futureproof your digital business—to address challenges proactively, adapt amid disruption, and keep pace with expectations. Turning that vision into a reality, however, will take work—as well as solutions that work.

Connect with us about SAP Hybris to get the conversation started and see a demo, or agree for a speaking session to see how Deloitte can help you reimagine everything—an entire universe of possibilities with SAP solutions.

It’s about data and a whole lot more

No matter how your organization decides to shorthand today’s central customer engagement challenge—“the back office as the front office,” “everything is branding,” or “recognizing the customer as the same customer in every encounter”—addressing the challenge may come down to viewing and leveraging your data strategically.

Having the right data, the right enterprise technologies, and the right business processes in place is one thing. Ensuring that they are all aligned and working together is another. It’s more than an integration challenge—although integration is certainly a key consideration. (By effectively weaving together vendor-facing systems and customerfacing systems, for example, you can more easily give customers the critical order-relevant information they crave, in real time.). Effectively transforming the back office into the front office may require an ability to envision how you can use a tightly connected thread of SAP and other technologies to:

• Identify new growth opportunities
• Spot and act on business-relevant trends
• Accelerate and improve transactions for all stakeholders
• Simplify and enhance customer engagement
• Gauge customer sentiment more broadly and deeply
• Generate more topline revenue through new and existing channels
• Help boost bottom-line profitability through more streamlined, efficient customer-centric processes
• The power of a tightly