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