Take a closer look at SAP Hybris solutions that deliver automated, hyper-personalized customer interactions across all channels: online, in-store, on service calls, and in social media. Check out the advances being made in personalization and how they can help you deliver the best possible customer experiences. Learn more: https://www.hybris.com/

1. Individualize with Advanced Data-Driven
Personalization
Leveraging SAP Hybris solutions to deliver hyper-personalized customer interactions across
all channels
Rob Miller, GVP Commerce Strategy, SapientRazorfish
Carlos Vigil, Vice President Commercial Effectiveness, Southern Glazers Wine and Spirits
Narinder Saini, Vice President Technology, Digital Services, Great West Life
Brian Diehl, Global Lead – Manufacturing, SAP Hybris (SAP)
O C T O B E R 1 8 , 2 0 1 7

2. Data Is Exploding Every Minute
• How can you leverage it?
Leveraging Data to Transform a Distributor
• Turning order takers into sales consultants
Leveraging Data to Transform a Financial Firm
• Turning forms into ongoing conversations
Leveraging Data to Transform a Manufacturer
• Turning configurable products to orders
Q&A
AGEND A

3. D ATA I S EXPLOD I NG EVER Y M I NUTE

4. ONE VI EW OF THE C USTOM ER
SAP
SAP
SAP Hybris Commerce
SAP Hybris Marketing
SAP Hybris Profile

5. BUI LD I NG A D ATA -D R IVEN C USTOM ER JOUR NEY

6. COPYRIGHT SAPIENTRAZORF IS H | CONFIDENTIAL 6
Leveraging Data to Transform a
Distributor

7. B2B C USTOM ER EXPEC TATI ONS SHI F T
SGWS customers use
mobile to text their
consultants, place
orders, and receive
pricing information
of B2B customers find it
frustrating when
experiences are not
personalized to them
of B2B customers
research online; SGWS
buyers would like
information on top
products, close-outs,
deals, new products
higher price paid when
B2B customer
experience is improved
Mobile heavy
9/10
Self-reliant
74%
Convenience
seeking
30%
Personalized
3/4

8. • From information to actions
• Building businesses with our customer
• Spotting customer trends
• Including third-party data
T U R N IN G OR D ER TAKER S IN T O C ON SU LTAN T S

9. COPYRIGHT SAPIENTRAZORF IS H | CONFIDENTIAL 9
Leveraging Data to Transform a
Financial Firm

10. Anything, anytime, anyplace
TUR NI NG F OR M S I NTO ONGOI NG C ONVER SATI ONS

11. COPYRIGHT SAPIENTRAZORF IS H | CONFIDENTIAL 11
Leveraging Data to Transform a
Manufacturer

12. Self-service 2.0
• Specs
• Competition
• YouTube
• Mobile
• Search
• Display ads
TUR NI NG C ONF I GURABLE PR OD UC TS TO OR D ER S

13. COPYRIGHT SAPIENTRAZORF IS H | CONFIDENTIAL 13
Q&A

14. COPYRIGHT SAPIENTRAZORF IS H | CONFIDENTIAL 14
Thank you.
Contact information:
Rob Miller
GVP Commerce Strategy
Rob.miller@sapientrazorfish.com
513-967-0300