795 pages of concentrated CX knowledge

Here, companies will find an unprecedented density of analysis and examples of CX solutions, processes and integration scenarios. The book is designed to help companies write their own CX success story. This means digitizing customer-oriented processes relating to marketing, sales, e-commerce and service in such a way that the customer journey is optimally designed.

The book has four parts:

• The first is about the fundamental classification of the topic of customer experience: What is CX - and what isn't? Why is CX so important and why is it changing markets and the roles of those responsible?
• The second part deals with SAP's CX portfolio. Here, each solution with CX relevance is analyzed and highlighted.
• The third part focuses on processes. Whether product evaluation, trade fair visits or complaints: Realistic scenarios from e-commerce, marketing, sales and customer service are designed here and it is explained how companies can optimally orchestrate them in order to create the best possible customer experience.
• The fourth part then tests the content presented using selected practical examples.

For CX managers and companies who want to tackle the topic of customer experience, the book offers a wealth of expert knowledge to evaluate and design their own possibilities, opportunities and corresponding project approaches. It incorporates not only first-class expert knowledge, but also Sybit's more than twenty years of experience. Here to get to the book.