sap customer experience and qualtrics integration roadmap

SAP Customer Experience and QualtricsIntegration RoadmapFrançois Genon-CatalotSAP Customer Experience Sr Director Product Management Program Lead SAP CX & Qualtrics

October 2020SAP

2 © 2020 ASUG Confidential

Key Outcomes/Objectives

1. Learn what Customer Experience Management is

2. Discover Customer Experience specific use cases that can be implemented today

3. Understand the integration roadmap and how to get involved

3PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.

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functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this

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All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from

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Customer Journey A Linear Approach


Experience ManagementAn Experience Based On Moments Not On

Channels


CXMCustomer Experience Management looks to understand the interaction and motivation across all customer touchpoints and provide an experience at every moment by empowering employees to deliver the brand promise.

The Solution

Give Customer Freedom1.

Empower your employees2.

Data-driven foundation3.


SAP CX and Qualtrics | Close the experience gap with an XM program

X

0Cloud Wide Hyper Personalisation

Consent, Identity,

Access Management

Commerce

Experience

Management

Sales & Service

Real-Time Business

Adjustments

Marketing

Close the

Feedback

Loop

Improve the

ProcessCXM

Inform Strategic

Decisions


▪SAP Customer Experience and Qualtrics: Connected Today

▪Integration Roadmap

▪Q&A

Agenda


Leverage Experience

feedback

throughout a customer's

brand journey with

Qualtrics and SAP

Customer Data Cloud

Enrich the customer

profile with Qualtrics and

SAP Marketing Cloud

Collect Experience Data

on your eCommerce

website with Qualtrics and

SAP Commerce Cloud

Improve the Quotation

Experience with Qualtrics,

SAP Sales Cloud, SAP CPQ

and SAP Commerce Cloud

Increase Customer

Satisfaction with

Qualtrics and SAP

Service Cloud

Integrate Qualtrics and

SAP CX with SAP Cloud

Platform Integration Services

or with the SAP Cloud

Platform Extension Factory

preview connector

SAP CX and Qualtrics | Connected today along the value chain

https://developers.gigya.com/display/GD/Qualtrics

https://blogs.sap.com/2019/04/23/1905-qualtrics-survey-data-integration-with-sap-marketing-cloud-using-sap-cloud-platform-integration/

https://sap.github.io/cloud-commerce-spartacus-storefront-docs/qualtrics-integration/

https://api.sap.com/package/SAPQualtricsDigitalCXIntegrationwithSAPC4HANA?section=Artifacts

https://blogs.sap.com/2019/08/22/integrate-qualtrics-and-sap-service-cloud-in-five-steps/

https://storage.googleapis.com/faros-stage-base-xf-bundles/installation/qualtrics.html


Roadmap Highlights

SAP CX and Qualtrics | Recent Innovations

SAP Customer Data Cloud and Qualtrics• Qualtrics XM Directory Integration

SAP Sales Cloud, Service Cloud and Qualtrics• Connector on Qualtrics Action Platform

SAP Analytics Cloud and Qualtrics *• Touchpoint NPS in Sales and Service

*: Requires an SAP Analytics Cloud license


SAP Customer Data Cloud and Qualtrics | Synchronize user profiles

Improve experience

management campaign

performance with first party

customer data, preferences

and consent

Leverage trusted profiles

from SAP Customer Data

Cloud to power personalized

XM campaigns

Feed self-service customer

data changes into Qualtrics

XM Directory

Build a globally compliant

customer data strategy across

the entire digital journey

https://www.qualtrics.com/support/iq-directory/automations/importing-contacts-from-the-sap-customer-data-cloud


SAP CUSTOMER DATA CLOUD

FIRST PARTY TRUSTED CUSTOMER PROFILE

SELF-SERVICE | TRANSPARENT | SECURE

FIRST PARTY PROFILES &

CONSENT

SAP & NON-SAP

CUSTOMER IDENTITY

CUSTOMER CONSENT

QUALTRICS XM DIRECTORY

& BEYOND

SAP CX


Turn customers into FANS powered by trusted customer relationships

PERSONLIAZED XM CAMPAIGNS WITH QUALTRICS

INTELLIGENT FEEDBACK | CROSS CHANNEL


SAP CX and Qualtrics | A new buying experience with customer data privacy

Case Study: Leading cutting and metalworking tools manufacturer

Business Challenge

Provide a consumer grade buying experience

Project Overview

Built a seamless flow with enhanced customer data privacy

Leveraged SAP Commerce Cloud and integrated

SAP Customer Data Cloud with Qualtrics using the connector

Value delivered

Revenue growth and reduced cost to service


SAP Service Cloud and Qualtrics | Customer service closed-loop

Create a service ticket in

SAP Service Cloud after

customer feedback

Define with the Qualtrics

connector the triggers of the

service ticket creation

Act to retain your customer

using Qualtrics and

SAP Service Cloud

React to customer feedback

in order to improve retention

rate and NPS


SAP Service Cloud and Qualtrics | Customer service closed-loop

Demo of the connector

Key Capabilities

Automate Service ticket creation within

Service Cloud using the Qualtrics Actions

Platform SAP plugin

➢ Use the Qualtrics Actions framework to integrate

to SAP Service Cloud in a few clicks in the

Qualtrics UI

➢ Automate Service ticket creation based

off feedback response when certain conditions

are met in Qualtrics

Business Benefits

Set up Details

➢ Installation of the SAP plugin from the Qualtrics

marketplace

➢ Installation of the SAP Cloud Platform

Integration (SCPI) iFlow

➢ Automate Service ticket creation to act quickly

when certain criteria is received

➢ Reduce Churn by responding to customer issues

derived from feedback

https://enable.cx.sap.com/media/Customer+experience+with+Qualtrics+-+SAP+Service+Cloud/1_14qzamdx/101910292


SAP Sales Cloud and Qualtrics | Simplify sales processes

Facilitate demand

generation: trigger lead,

opportunity and task creation

Automate sales processes

based off feedback response

when certain conditions are

met in Qualtrics

Close the feedback loop to

react quickly when pivotal

moments happen

Automate sales processes with

SAP Sales Cloud and the

Qualtrics Action Platform


Key Capabilities

Easily integrate

SAP Sales Cloud within the Qualtrics

Action Platform

➢ Use the Qualtrics Action framework to integrate

to SAP Service or Sales Cloud in a few clicks in

the Qualtrics UI

➢ Choose which SAP objects to integrate

Business Benefits

Set up Details

➢ Installation of the SAP CX plugin from the

Qualtrics marketplace (integration guide)

➢ Configuration of the Odata for the object

utilizing if necessary the Qualtrics plugin

example configuration.

➢ Automate business processes and actionable

items to act quickly when

certain criteria is received

➢ Freedom to integrate to any SAP object.

SAP Sales Cloud and Qualtrics | Simplify sales processes

https://www.qualtrics.com/marketplace/sap-cx-integration/

https://help.sap.com/viewer/d93f1ae9ef98482b8cba3d601943efdc/CLOUD/en-US


SAP Analytics Cloud and Qualtrics * | Data insights for CRM

Understand the evolution of

customers’ NPS and

sentiment by touchpoint:

dashboard’s demo and blog

Target the right accounts by

combining the willingness to

purchase and to recommend

Act to retain your customer

using Qualtrics, SAP Sales

Cloud and SAP Service Cloud

for Customer data insights

Understand the impact of

customer feedback on sales

and service KPIs


https://sapvideoa35699dc5.hana.ondemand.com/?entry_id=1_2l6vpxur

https://blogs.sap.com/2020/05/11/building-a-touchpoint-nps-story-in-sap-analytics-cloud-using-the-qualtrics-connector


SAP CX and Qualtrics | Innovate continuously to close the loop

Case Study: Tetra Pak

Business Challenge

Inability to access real-time feedback and to react on it

Identify the “moments that matter” to create more value (number

of iterations instead of time to create a new design)

Project Overview

Combine X Data with O Data to connect broken touch points and

to focus on the “moments that matter most”

Leverage SAP Service Cloud, SAP Marketing Cloud and Qualtrics

Value delivered

Increase annual sales by 2.1 m€

Protect 1.2 m€ in annual revenue from vulnerable detractors

Reduce response times from 15 days to 48 hours

Case Study, Blog Post and Podcast

https://www.sap.com/documents/2019/10/60e0bc6d-6c7d-0010-87a3-c30de2ffd8ff.html

https://www.qualtrics.com/blog/tetra-pak-xm/

https://open.sap.com/static/experience-matters/?name=2019-10-25_episode6.mp3


SAP CX and Qualtrics | Pharmaceuticals and the new CX Paradigm

Case Study: Sigma Healthcare

Business Challenge - BTS STUDY

Modernize aging systems to provide an intuitive and seamless

ordering experience for customers

Project Overview

Proactively identify and deliver on what its customers want,

driving unprecedented business outcomes

Leverage SAP Commerce Cloud with Qualtrics CX

Value delivered

Significant rises to Net Promoter Score (+49 pts)

95% adoption rate of new customer portal

Improved ease-of-doing business, with 3x more orders

compared to its previous customer platform

https://d.dam.sap.com/a/U7hpqPY/Sigma%20Healthcare%20-%20Combining%20Experience%20and%20Operational%20Insights%20to%20Exceed%20Customers%20Expectations.pdf




▪Q&A

Agenda

Roadmap 2020 and beyond


Roadmap Highlights

SAP CX and Qualtrics | Planned Innovations

XM to redefine the lead-to-cash process

• Commerce, Delivery & Installation and Insights

SAP Marketing Cloud and Qualtrics

• Connector on Qualtrics Action Platform

SAP Sales Cloud, SAP Service Cloud and Qualtrics

• Feedback microservice


SAP CX, SAP S/4HANA and Qualtrics | Better lead-to-cash process with XM

Buying process optimization:

improve the commerce

experience with XM

Delivery and installation:

optimize the ATP process

and adapt feedback loop

Experience insights:

identify and solve friction

points along the journey

Shape a customer-centric, intelligent

and digitally optimized process for

hyper-personalized experiences


SAP Marketing Cloud and Qualtrics | Simplify marketing processes

Enrich SAP Marketing Cloud

customer profile with

feedback from Qualtrics

Automate marketing

workflows based

off feedback response

Close the feedback loop to

react quickly when pivotal

moments happen

Connect XM and marketing

processes with SAP Marketing

Cloud and Qualtrics




▪Q&A

Agenda


How to get involved?

Experience Management Use Cases

Customer, prospect or partner, get in touch with our product teams to share which use cases would

bring you the most value, combining SAP CX and Qualtrics

Let’s shape our Experience Management vision together!

SAP CX


Freedom of

Engagement

Business

Outcomes

X

0

E-commerce

Customer care

Kiosk in stores

Marketing campaigns

Increase conversion

rate

Increase average

basket

Refocus channel

performance

Improve customer

satisfaction

Streamline

experiences

CXM

X+O Data Foundation | The Bridge Between Customer Freedom And Outcomes

Questions?


For questions after this session, contact us at [email] and [email].

Contact information:

François Genon-Catalot

SAP Customer Experience Sr Director Product Management

Program Lead SAP CX & Qualtrics

Email: [email protected]

Linkedin: https://www.linkedin.com/in/fgenon

Twitter: @FranGenon

Xing: https://www.xing.com/profile/Francois_GENONCATALOT

Thank you.

mailto:[email protected]

https://www.linkedin.com/in/fgenon/

https://twitter.com/FranGenon

https://www.xing.com/profile/Francois_GENONCATALOT

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functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ

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Appendix


Roadmap Highlights

SAP CX and Qualtrics

SAP CX and Qualtrics

• B2B Quotation Experience with Qualtrics, SAP Commerce

Cloud, SAP Cloud for Customer and SAP CPQ

SAP Service Cloud and Qualtrics

• Post-ticket feedback trigger with Qualtrics

• Qualtrics Action Platform Connector: service ticket

SAP Sales Cloud and Qualtrics

• Qualtrics Action Platform Connector: lead or opportunity

SAP Customer Data Cloud and Qualtrics

• Integration of first party and consent data in Qualtrics

SAP Commerce Cloud and Qualtrics

• Qualtrics PX integration: user feedback

• Qualtrics for B2C and B2B Accelerators

• Spartacus library for Qualtrics survey integration


• Qualtrics data for campaigns and account based reports

SAP Analytics Cloud and Qualtrics *

• SAC dashboards for Sales, Service and touchpoint NPS

Leveraging XM to redefine the lead-to-cash process

• Shape a customer-centric, intelligent and digitally

optimized process for hyper-personalized experiences


• General response mapping to update existing data with

the connector using a key as unique identifier

SAP Service Cloud, SAP Intelligent RPA and Qualtrics

• Automate the export of Qualtrics calculated scores to

SAP Service Cloud with a POC (template) bot on the

SAP Intelligent RPA store


• SAP Marketing Cloud connector on Qualtrics Action

Platform: use feedback data for campaigns


• Feedback microservice

SAP Customer Data Platform (CDP) and Qualtrics

• Direct integration between SAP CDP and Qualtrics XM

Directory


• Act to retain your customer using Qualtrics and SAP

Cloud for Customer data insights

SAP Commerce Cloud and Qualtrics

• Emotional UX personalization with Dotaki

Recent Innovations Planned Innovations Future Innovations



SAP Service Cloud and Qualtrics | Post Ticket Satisfaction

Service Experience

Improvement with

Customer Feedback

Get 360° view of your

customer with Experience

and Operational Data

Act to win positive customer

perception when low scores

trigger alerts

Get feedback at key deciding

moments in the customer

journey, like service interactions


Key Capabilities

Send a Qualtrics closed ticket

satisfaction survey from SAP

Service Cloud

➢ Ability to configure a feedback survey to

be sent out based on the different

milestones of the Ticket Processing

➢ Feedback response scores can be viewed

from inside the Ticket

Business Benefits

Set up Details

➢ Installation of the SAP CX plugin from the

Qualtrics marketplace (integration guide)

➢ Workflow rule is defined on the Ticket object to

send out the Survey to the customer via E-mail,

based on different conditions

➢ Increase customer satisfaction by collecting post

service ticket feedback

➢ Utilize information to improve processes

SAP Service Cloud and Qualtrics | Post Ticket Satisfaction

https://www.qualtrics.com/marketplace/sap-cx-integration/

https://help.sap.com/viewer/d93f1ae9ef98482b8cba3d601943efdc/CLOUD/en-US


SAP Commerce Cloud and Qualtrics | Emotions for eCommerce

Detect a visitor personality

profile to personalize the

eCommerce experience

Personalize content and

calls to action on storefront

to improve conversion rates

Improve feedback response

rates with different designs for

rationals or emotionals visitors

Increase conversion rate

with Dotaki: emotional UX

personalization

https://www.dotaki.com/

Thank you.


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