Brian Walker discusses the importance of customer engagement, emphasizing personalization, responsiveness, and contextual understanding in delivering exceptional experiences. He highlights the necessity for businesses to be agile and easily accessible across multiple channels to meet customer expectations. SAP Hybris plays a key role in helping businesses create consistent and relevant customer experiences throughout the entire journey.

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