Last week the big #SAPPHIRENOW took place. There are many topics they have had to address, while my focus was on the CX area. I was really looking forward to the keynote of Christian Klein.
Leaving the technical issues at the beginning out, it was a great format and showed how online events should be. Well done! Haven’t seen something like this before… till the German Telekom came up with their “Digital X” event yesterday in Germany which was also a “wow” and really customer focussed. With possibilities to visit a lounge and chat with other event user or visit many both with much content (video, PDF, etc.) and have a chat with a real person there (sometimes also a video chat) they build an amazing CX. Which to see more events like this “Digital X” event.
But let’s get back to SAP’s #SAPPHIRENOW. I just saw the keynote from Christian Klein (not all the other sessions) and be torn back and forth. Many discussions are going around this online event last week. Here is am interesting article from my friend Paul Greenberg on ZDnet which I don’t need to repeat. He shows a very broad and detailed view on the event.
This is a typical Gartner hype cycle. In which pase of this cycle is SAP right now?
For sure, CX is a much used as a buzzword and it isn’t always bad to avoid buzzwords. The question is, if they have the topics behind CX integrated in their doing and their products / solutions!?
Coming back to the phase in the chart and the question why Christian didn’t talked about CX. I don’t know where SAP as a company (not with their products) is regarding their CX transformation. True CX requires a huge transformation which has the power to change the entire corporate structure. This is huge in a company with the size of SAP.
All in all it is important for SAP that they show that CX is fully into their mindset, their acting and their products. It’s a big CX jump and I think they have the right people and direction / approach.
What was great to hear was the direction they focus. SAP wants to grow organic. They have bought companies in the past but now integration and own development is the big future. This sounds fantastic and is the right approach for the future if they don’t loose sight of the customer while focussing on internal integration.
Really looking forward what is coming up next from SAP. I do believe that this will be fascinating and they can change the market.