SAPhybris: Brian Walker

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Brian WalkerCSO, SAP hybris

@bkwalker

WHAT IS CUSTOMER ENGAGEMENT?

PERSONAL.

LISTEN.ACTUALLY CARE.

CONTEXT.

THE STATE OF BEINGIN GEAR.

AND THE CONDITIONS?

OMNICHANNEL IS JUST BUSINESS.

THE EXPERIENCE MATTERS.

EVERYTHING REIMAGINED.

AGILITY AND SIMPLICITY WILL BE REWARDED.

YOU NEED TO BE THE EASIEST AND FASTEST TO DO BUSINESS WITH.

UNDERSTAND. ACT ON THE CONTEXT.

RESPOND. CAPTURE THE MOMENT.

DELIVER. ON THE TOTAL EXPERIENCE.

YOU MUST BE WILLING TO DISRUPT YOUR ENTIRE BUSINESS.

AND SAP HYBRIS?

ENABLING OUR CUSTOMERS

TO DELIVER CONTEXTUAL, CONSISTENT, AND

RELEVANT EXPERIENCES REGARDLESS

OF CHANNEL OR DEVICE THROUGHOUT THE

CUSTOMER JOURNEY.

Event-driven Profile Information

CUSTOMER ACTIVITY 3RD PARTY TRANSACTIONAL DATA CUSTOMER IDENTITY

MARKETING SERVICE SALESCOMMERCE

CUSTOMER EXPERIENCE (CX)

WebTracking

In-Store Activity

Chat & Community

Mobile Apps

DMPsSOCIAL

CRMERPFINANCE

Master Record,Visitor Identity, Social Matching

Identity and Transactional Profile

HYBRIS PROFILE

THANK YOU

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