SAP is on a mission to build an AI-powered, "modern and composable" customer experience suite.
That's according to Balaji Balasubramanian, President and Chief Product Officer of SAP CX.
In an exclusive interview with CX Today, he pinpointed how SAP has laid the foundations, first with SAP Business Data Cloud.
SAP Business Data Cloud unifies data from SAP systems and third-party sources into a single source of truth.
As part of that, it pulls in customer signals from sales, inventory, service, marketing, loyalty, and even third-party logistics in near-real time.
In doing so, it gives businesses context and insight into "every" customer journey touchpoint.
SAP Business Data Cloud pairs with the SAP CX AI Toolkit, a no-code solution businesses can use to apply AI, including AI agents, across sales and service operations.
Referencing the two solutions, Balasubramanian said:
Our most recent innovations are more than just product updates. They’re the building blocks for something broader: a truly native AI-powered, modern, and composable customer experience suite.
"These foundational capabilities are designed to help businesses eliminate complexity, unlock intelligence, and transform how they engage with their customers across every channel."
As such, SAP seems set to start packaging these solutions together as part of one CX suite, primed for particular verticals.
In doing so, the suite will bolster industry-specific editions of SAP S/4HANA Cloud Public.
"This strategy reflects the future of SAP CX, as we move away from siloed tools and toward a unified, intelligent platform that understands, anticipates, and acts," continued Balasubramanian.
"It's how we're creating systems that don't just report data, they use it to drive business outcomes in the moment."
Every Vision Needs a Roadmap: SAP Delivers 500 CX Innovations Per Year
As it builds out its customer experience suite, SAP has a roadmap that delivers over 500 CX innovations per calendar year.
AI agents will prove a core part of that roadmap, with SAP launching pre-configured agents for sales and service earlier this year. These are now part of the SAP CX AI Toolkit.