Line of Business: Customer Experience

Unlock Holistic Customer Insights with Enterprise Analytics


Uncover immediate customer insights to deliver hyper-personalized experiences with enterprise analytics. SAP Analytics Cloud empowers Sales, Service, Marketing, and Digital Commerce professionals to make better decisions with advanced analysis tools at their fingertips. When integrated with your SAP CX solutions, every interaction, touchpoint, and experience is insight-driven to transform your organization into an intelligent enterprise.


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Key Challenges for Customer Experience Teams

Limited visibility into enterprise-wide data to gain a holistic view of your customer

Companies aspire to use data efficiently but often can’t if they’re using standalone marketing, sales, and service solutions that aren’t connected to one another. Disparate systems mean data silos, and that has an impact on efficiency, sales, and morale across the entire business. Sales and customer service requires a holistic approach to ensure representatives feel empowered.

SAP Analytics Cloud is an end-to-end cloud solution that provides a complete picture of your business and customers. The enterprise analytics solution seamlessly connects to a wide range of data systems—whether SAP, including SAP Marketing Cloud, SAP Sales Cloud, and SAP Commerce Cloud, or third-party solutions. This allows you to tap into enterprise-wide insights, providing you with a unified view of how your business is performing.

Limited access to real-time insights to deliver a truly personalized customer experience

Today, it’s essential for brands to differentiate themselves by delivering a personalized customer experience. Companies can enhance this experience by analyzing all touchpoints to exceed customer expectations.

With SAP Analytics Cloud, you can unlock real-time customer insights to deliver a hyper-personalized experience that supports wherever your customer is in their journey. Augmented analytics equip your users with the right tools to better anticipate customer interests, discover new opportunities, respond to new challenges with agility, and make confident business decisions.

Inability to predict and prevent customer churn to improve retention

Understanding why your customers may leave is the first step to retaining them. Predictive analytics is the key to detecting and uncovering what factors are impacting customer churn.

SAP Analytics Cloud’s powerful predictive capabilities enable the organizational agility that businesses need to confidently make decisions, proactively solve problems, and plan for success. By leveraging predictive technology, you can easily identify the factors that lead to customer churn, allowing you to strategically make the right decisions to improve customer retention.

Solutions for the Intelligent Enterprise

Enterprise Data and Analytics for Customer Experience

Take your CX analytics to the next level with SAP’s integrated enterprise data and analytics solutions, SAP Data Warehouse Cloud and SAP Analytics Cloud.

For your enterprise data management needs, SAP Data Warehouse Cloud consolidates all your CX data, offering a single point of access across the enterprise. With self-service data preparation features, users can import large datasets and create complex data models. SAP Analytics Cloud consumes these models to further pull insights, providing a unified view of your customers. When these solutions are paired together, they provide the framework to combine sales interactions, commerce transactions, and Web interactions, as well as customer feedback, into one location for immediate analysis and business value.

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Enterprise Planning for Customer Experience

Planning can no longer be executed in silos across lines of businesses—it needs to be collaborative for better alignment and business outcomes. With SAP Analytics Cloud for planning, you can optimize sales, service, and marketing resources with extended planning & analysis. Leverage the enterprise planning solution to create strategic alignment across all departments and enable your workforce to better collaborate on plans. Gain the ability to analyze demand to determine the skills and number of resources necessary for success.

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Packaged Business Content

Don’t know where to begin? SAP Analytics Cloud’s free Business Content provides a quick and easy starting point for your individual CX analytics scenarios. Discover pre-built end-to-end industry dashboards such as sales performance, service performance, sales with NPS, and financial analytics dashboards to accelerate your enterprise analytics projects.

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Learn how you can improve your customer experiences using enterprise analytics.

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Why Integrate SAP Analytics Cloud?

Connect Securely with Connections

SAP Analytics Cloud seamlessly integrates with your different data solutions—whether customer experience, finance, HR, or spend and procurement. Connect to data from multiple different sources and visually analyze your information to see the full picture of your business and make informed decisions.

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Visualize Data with Business Intelligence

SAP Analytics Cloud provides self-service analytics, allowing everyone across the organization to create compelling visuals based on key business areas. Make better decisions by interacting with visualizations, drilling down for more detailed information, and answering business questions on the fly.

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Automate Insights with Augmented Analytics

Automatically gain insights at any level of granularity with Augmented Analytics powered by artificial intelligence and machine learning technology. Accelerate growth by discovering the key influencers of past results to simulate future scenarios and predict outcomes.

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Simulate Future Outcomes with Enterprise Planning

Consolidate plans from across the organization and streamline your planning process with SAP Analytics Cloud’s enterprise planning capabilities. Create and modify versions of your planning data to drive better budgeting, forecasting, and analysis for the future of your business.

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Tackle your Customer Experience Use Cases like a Pro

Meet Colin, a seasoned Customer Experience Manager at the fictional company, Best Run Bikes. See how Colin leverages SAP Analytics Cloud’s powerful business intelligence and planning capabilities to create a sales forecast, extract customer insights, and drive better business outcomes.

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Deliver the latest innovations in business intelligence, augmented analytics, and planning. Explore how SAP Analytics Cloud can elevate your business intelligence experience, made possible with a hybrid solution.

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