1. Winning in Experience Economy using Intelligence Enterprise Andreas Diantoro

Winning in Experience Economy
using Intelligence Enterprise
Andreas Diantoro, Managing Director, SAP Indonesia
Experience Economy
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL
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we live in an
experience economy
80
%
of customers have chosen
to switch brands due to a
poor customer experience
2/3
of the workforce
is disengaged
40B
$
a year spent on outsourced
market research
Our Future is Bright
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL
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The Intelligent Enterprise
End-to-end real-time steering
CEO
CFO
Intelligent Enterprise
Reporting
Predictive Analytics
Integrated Planning
Real-time steering
across the value chain
Back Office
Front Office
Sales
Marketing
Finance
Service &
Support
Spend
Management
SAP Cloud Platform
HR
Manufacturing
& Supply Chain
O-DATA
X-DATA
The cost of a project
Who will buy it
How much they’ll pay
How to sell more
O-DATA
X-DATA
Customer LTV
Whether they will churn
How to keep them
DELIVERING AN UNIFIED EXPERIENCE WITH X+O
1. Engaging your Customers
and increase outreach
Lead from
Campaign
Profile, Consent,
Identity
Contextual
Marketing
B2B
Companies
Commission
CPQ
Buying History
Personalized
Content
B2B Sales
Platform
Individuals/
SMB
Customer
Service
Field
Service
Clickstreams
Customer
Data
2. Improve your sales &
service operations
Forecasting
SAP Cloud Platform Integration
B2C
Frictionless Sign-on +
Profiling
Customer
Portal
Lead from
Online +
Service Ticket
SAP ECC / S4 HANA / Other
ERP
Collect Sentiments on
Leverage O + X Data to
Leverage Survey as additional
Gather Net Promoter
products and services
proactively react to issues
marketing channel
Score
Qualtrics
3. Experience Management
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
INTERNAL
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SAP C/4HANA
Data
The Customer Experience Suite
Data
Service
Cloud
Marketing
Cloud
Commerce
Cloud
Sales
Cloud
Customer Data
Cloud
User Experience
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
INTERNAL
Data Model
SAP QUALTRICS
XM POWERED
Extensibility
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The best-run businesses make the world run better.
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL
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