The role of customer service is changing, and the focus is more and more on business outcomes. Customer service has a significant impact in customer retention, customer lifetime value, and business growth. To unleash the power of service, organizations need to empower their service agents with the right tools, knowledge, and up-to-date recommendations, leverage the full potential of intelligent technologies with the right platform, and understand how customer service can better support sales, marketing, and commerce.

In this session we will discuss: 

  • Key trends affecting customer service in 2021 
  • SAP’s vision and strategy for customer service 
  • The latest innovations in SAP Service Cloud 
  • Latest innovations in the C4C platform


  • Kiran Karadi, Head of Service, SAP
  • Esteban Kolsky, CX Evangelist, SAP
  • Viswajith Manapetty, Head of C4C Platform, SAP
  • Renee Wilhelm, Global Head Solution Go to Market for SAP Sales & Service Cloud and SAP Marketing Cloud, SAP

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