Ashima Raheja - SVP, SAP Enterprise Cloud Services Ashima is a Global leader at SAP Enterprise Cloud Services where she manages diverse delivery engagement models for Customers on the Cloud adoption journey.
The digital age has revolutionized customer expectations. No longer content with limited options, today's customers actively explore, compare, and demand exceptional experiences throughout their entire journey. Today,Think of it like building a relationship – each touchpoint either strengthens the bond or weakens it. This puts immense pressure on customer-facing teams to not only be efficient but build rapport, manage complex environments, and increasingly act as trusted advisors.
Why? Because AI can connect marketing, sales, fulfillment, and support to create a seamless customer journey. Like a well-oiled machine, it ensures that customers don’t experience friction across their purchasing stages. Instead, connected platforms, powered by AI, deliver personalization, self-service, and actionable insights to make every interaction with customers smooth and efficient – transforming the customer journey from a bumpy ride into a first-class experience.
For example, automated workflows can significantly reduce wait times and errors. This creates a radically smoother customer experience. Tools like SAP Signavio offer AI-powered process optimization, intelligent automation, and a holistic view of the customer journey.that 41% of B2B and 34% of B2C companies are actively working on or implementing similar AI- and automation-enabled workflows.
Cloud ERP Artificial Intelligence SAP CX Customer Experience
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