The goal, of course, is to make things easy and connected for customers and business alike. A data-driven enterprise, in fact any modern enterprise, should already be investing in platforms that streamline the customer journey. Marketing outreach, sales and fulfilment, invoicing, support, analytics…these are the cornerstones of personalized experience, business intelligence, and better operations. And the one ingredient that gives the not-so-secret sauce its real chef’s kiss? Integration.

A CX platform might have the front-end personalization data, customer behavior, order history, and so on. But the operational data, the stuff that allows you to actually generate quotes, handle delivery, and provide order and invoice status, that’s all in the ERP backend. Both parts must be in lock step for the enterprise to do what it promises.

Yet the more tools, business units, and processes that stack up, the harder this is, due in large part to the sheer amount of data that needs to be handled. If only there was an easier way to handle the integration without getting bogged down in multi-solution customizations and middleware…maybe it’s time we mentioned AI.

After cybersecurity, CX is the area organizations are most likely to invest in, according to Enterprise Strategy Group research¹. And the area after that? Information management, including machine learning (ML) and AI. The reason is simple. Keeping the integration between CX front end and ERP back end humming along is good for business. It means better visibility, greater scalability, more adaptability, and significant contextual connection.

Enter the AI-enabled SAP Customer Experience (CX) portfolio, integrated with SAP ERP. AI services massively enhance customer interactions, but also connect operational data to automate, improve, and accelerate multiple functions.

A new economic validation report by Enterprise Strategy² shows faster time to value, greater reliability, lower TCO, and greater dependability. In fact, by considering only minimum improvements, it calculates a conservative ROI of 214% over five years—rising to 761% when considering maximum improvements.

Let’s dig into that analysis and see why this combo is turning heads in the business world and how it offers substantial improvements across the board.

The impact of intelligence

Supercharged customer insights

By leveraging AI, businesses can dive deeper into customer data, leading to more personalized marketing, sales, and service strategies. The impact of this is clear—companies have reported a 10% to 30% increase in average deal sizes, directly boosting revenue. It’s not just about knowing your customer; it’s about turning that knowledge into dollars.

Automation that drives efficiency

One of the most significant benefits reported by SAP customers is the reduction in manual tasks. Automating routine processes such as data entry, order processing, and customer support doesn’t just save time—it transforms productivity and reduces errors. Some organizations have seen a staggering 300% improvement in daily productivity, freeing up valuable resources to focus on strategic growth initiatives

Fast time-to-value: Where speed meets efficiency

Time is money, especially in business. Integrating SAP ERP and the SAP CX portfolio can quickly start to deliver results. Businesses don’t have to wait years to see the benefit.

Rapid integration and deployment

Thanks to prebuilt integrations and standard iFlows, businesses can get up and running fast, with less impact on operations. SAP customers reported completing their integrations in just 6 months, with the average being 9 to 12 months, depending on complexity. This speed of deployment means faster access to insights and quicker decision-making, which directly impacts the bottom line.

Immediate impact on customer experience

Once implemented, SAP CX solutions begin to positively impact customer experiences almost immediately. Companies have noted faster transaction completions, fewer customer issues, and higher satisfaction rates—all contributing to better customer retention and increased win-back rates.

Lower total cost of operations: Maximizing savings

By simplifying operations and reducing the need for complex integrations, businesses can drastically cut down on operational expenses, and have potential for significant cost savings

Substantial cost reductions

Businesses that transitioned to SAP from other solutions have reported saving up to 70% of the time they previously spent managing and maintaining systems. In some cases, companies have found that a complete SAP solution could cost between 25% to 80% less to build and maintain compared to a DIY approach using point solutions.

Minimal maintenance, maximum uptime

With fewer components to manage and better-integrated systems, businesses experience fewer interruptions and reduced downtime. For instance, one company reported just a few hours of planned downtime over six years after moving to SAP CX solutions. This level of reliability means you can keep your operations running smoothly without the constant worry of system failures or connectivity issues.

Continuous innovation: Staying ahead with AI

In the fast-moving world of business, the ability to innovate continuously is key to staying competitive. SAP CX solutions not only improve current operations but also set the stage for ongoing advancements.

AI-driven business agility

The integration of AI into SAP CX solutions allows businesses to stay nimble, adapting quickly to market changes and customer needs. This agility translates into real financial benefits. Enterprise Strategy Group predicts a five-year revenue increase of up to 441% potential revenue improvement with connected SAP solutions, due to improved decision-making and more effective customer interactions.

End-to-end visibility

One of the standout features of SAP solutions is the seamless connection between customer and operational data. This visibility has led to more-informed business decisions, faster product launches, and improved customer service. Businesses are not just keeping up—they’re staying ahead, with better tools to anticipate trends and respond to them in real time.

Real-world results: Quantifiable success

The numbers don’t lie—SAP CX solutions are delivering impressive results for businesses that have implemented them. From revenue growth to productivity gains, the benefits are clear and measurable.

Boost in revenue

SAP customers have seen significant improvements in key revenue metrics. Sales conversion rates have increased by 6% to 100%, while customer registrations have risen by 10% to 100%. Even more impressive, companies have reduced customer churn by up to 55%, helping to secure a steady stream of income and build long-term customer relationships.

Dramatic productivity gains

Across the board, businesses are reporting major productivity improvements. Sales teams, for example, have seen productivity boosts of up to 90%, thanks to the streamlined processes and better access to customer data provided by SAP CX solutions. This isn’t just about saving time—it’s about empowering your teams to do more, faster.

SAP CX solutions are not just another set of tools—they’re a strategic investment that pays off in tangible, measurable ways, and represent a partnership that looks for the best outcomes for your business over the long term.

By focusing on AI-driven insights, rapid deployment, significant cost savings, and continuous innovation, businesses can unlock new levels of efficiency, productivity, and revenue growth. Coupled with SAP ERP, whether you’re looking to enhance customer experiences or drive long-term business success, the results speak for themselves. With the SAP CX portfolio, you’re not just keeping up with the competition—you’re setting the pace.

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