SAP's Experience Management Prioritizes Customer Feedback for Accurate Satisfaction Measurement
SAP's Experience Management (XM) prioritises customer feedback for accurate satisfaction measurement. This approach, bolstered by the acquisition of Qualtrics in 2018, brings a new dimension to SAP's portfolio, offering tools previously unavailable.
SAP's XM focuses on recording and analysing customer interactions to predict and prevent issues, and identify improvement opportunities. This is achieved by fusing X data (experience data) and O data (operational data), revealing unknown relationships and helping companies understand customer actions and intentions.
The acquisition of Qualtrics for around 8 billion euros marked SAP's largest purchase. It expanded SAP's capabilities to include Qualtrics' expertise in measuring and analysing customer, employee, product, and brand experiences. This integration enhances overall experience management solutions and complements SAP's C/4 Hana suite.
However, defining appropriate use cases and understanding the direct influence of customer experience on company results and profitability remains a challenge. SAP is working to address this, ensuring its XM solutions deliver tangible business impact.
SAP's Experience Management, powered by Qualtrics, offers a comprehensive approach to understanding and improving customer satisfaction. By combining experience data and operational data, SAP helps businesses anticipate and meet customer needs, driving profitability and growth.
