SAP/hybris' Brian Walker presents a strategic vision for B2B customer engagement that will inspire you to look at how you interact with customers in an entirely new light. Learn how to prepare today to meet the challenges of the B2B digital future.

2. Brian Walker
CSO, SAP hybris
@bkwalker

3. WHAT IS CUSTOMER
ENGAGEMENT?

4. PERSONAL.

5. LISTEN.
ACTUALLY CARE.

6. CONTEXT.

7. THE STATE OF BEING
IN GEAR.

8. AND THE CONDITIONS?

9. OMNICHANNEL IS JUST
BUSINESS.

10. THE EXPERIENCE
MATTERS.

11. EVERYTHING REIMAGINED.

12. AGILITY AND SIMPLICITY
WILL BE REWARDED.

13. YOU NEED TO BE THE
EASIEST AND FASTEST TO
DO BUSINESS WITH.

14. UNDERSTAND. ACT ON THE CONTEXT.
RESPOND. CAPTURE THE MOMENT.
DELIVER. ON THE TOTAL EXPERIENCE.

15. YOU MUST BE WILLING TO
DISRUPT YOUR ENTIRE
BUSINESS.

16. AND SAP HYBRIS?

17. ENABLING OUR CUSTOMERS
TO DELIVER CONTEXTUAL,
CONSISTENT, AND RELEVANT
EXPERIENCES REGARDLESS
OF CHANNEL OR DEVICE
THROUGHOUT THE
CUSTOMER JOURNEY.

18. Event-driven Profile Information
CUSTOMER ACTIVITY 3RD PARTY TRANSACTIONAL DATA CUSTOMER IDENTITY
MARKETING SERVICE SALESCOMMERCE
CUSTOMER EXPERIENCE (CX)
Web
Tracking
In-Store
Activity
Chat &
Community
Mobile
Apps
DMPs
SOCIAL
CRM
ERP
FINANCE
Master Record,
Visitor Identity,
Social Matching
Identity and Transactional Profile
HYBRIS PROFILE

20. THANK YOU