Innovations at TechEd 2024 Showcase SAP’s Vast Collection of Business AI Game-Changers, from Collaborative Agents to Knowledge Graph Capabilities and Generative AI Developer Features in SAP Build
WALLDORF — SAP SE (NYSE: SAP) today unveiled groundbreaking AI innovations across a technology foundation that drives 87% of global commerce, putting its generative AI copilot Joule at the center of a new way of doing business.
Joule: The AI copilot that truly understands your business
At its annual SAP TechEd conference, SAP announced powerful new capabilities that complement and extend Joule, including collaborative AI agents imbued with custom skills to complete complex cross-disciplinary tasks. Other innovations include the SAP Knowledge Graph, a next-generation solution poised to help developers unlock the full value of SAP data by connecting it with rich business context, and new tools to ensure developers can continue driving Business AI innovation.
“SAP’s innovation drives real business outcomes, and today’s advancements help customers harness the power of AI, data and new development solutions to catalyze growth,” said Muhammad Alam, member of the Executive Board of SAP SE, SAP Product Engineering. “Drawing on SAP’s unmatched business and technology expertise, the AI innovations we’re announcing at TechEd forge a new human-AI partnership to transform the landscape of modern business.”
Supercharging Joule
On the eve of its first birthday, Joule marks a watershed in how business gets done. SAP introduces collaborative AI agents to a copilot that truly speaks the language of business, expands Joule’s capabilities to support 80% of SAP’s most-used business tasks and embeds Joule more deeply within the company’s portfolio.
Collaborative multi-agent systems deploy specialized AI agents to tackle specific tasks and enable them to collaborate on intricate business workflows, adapting their strategies to meet shared objectives. SAP is infusing Joule with multiple collaborative AI agents that will combine their unique expertise across business functions to collaboratively accomplish complex workflows. These AI agents enhance productivity by breaking down silos and freeing workers to concentrate on areas where human ingenuity thrives.
Two use cases debuted at TechEd showcase the agents’ transformative power:
A dispute management use case employs autonomous AI agents to analyze and resolve dispute resolution scenarios including incorrect and missing invoices, unapplied credits and denied or duplicate payments.
A financial accounting use case employs autonomous AI agents to streamline key financial processes by automating bill payments, invoice processing, and ledger updates while quickly addressing inconsistencies or errors.
Harnessing the Power of Data
SAP’s AI innovations also draw on the company’s unmatched business data expertise. The new SAP Knowledge Graph solution, accessible through SAP Datasphere and Joule in Q1 2025, will give users a deeper layer of business understanding by seamlessly mapping relationships and context across SAP’s vast data landscape, empowering organizations to make better decisions with their data. By offering ready-to-use relationships between business entities like purchase orders, invoices, and customers, the solution can significantly reduce the complexity of manual data modeling. SAP Knowledge Graph grounds AI in SAP-specific business semantics, which reduces the risk of inaccurate or irrelevant results and makes it easier for organizations to build intelligent applications and leverage generative AI more effectively.
Empowering Developers
SAP also launched a swathe of innovations for developers to continue driving Business AI innovation. New generative AI developer capabilities such as code explanation and documentation search in SAP Build, the company’s platform for extending its solutions, will reduce development time for Java and JavaScript developers. SAP Build is also adding an Extensibility Wizard feature that will let developers access SAP Build directly from SAP S/4HANA Cloud Public Edition, simplifying the extension process. Meanwhile, ABAP developers and fusion teams will get seamless access to ABAP Cloud development tools from SAP Build.
Finally, SAP announced that it has already fulfilled its pledge to upskill 2 million people worldwide by 2025. Through its learning opportunities, the company has lowered the world’s digital skills gap through role-based certifications, free training materials, hands-on opportunities for developers, and more. SAP continues to expand its growing portfolio of AI-related learning opportunities, including courses on generative AI, AI ethics and SAP’s advanced AI tools and platforms.
As a global leader in enterprise applications and business AI, SAP (NYSE: SAP) stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit www.sap.com.
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Two years ago, we introduced SAP Build, a unified low-code environment that enables developers of all skill levels to create, extend, and automate business applications with drag-and-drop simplicity. Last year, we broadened its capabilities and integrated Java and JavaScript development with AI.
With more than 16,000 customers now leveraging SAP Build globally, momentum continues to surge, enabling developers to build, automate, and innovate with greater speed and ease.
Today, we are thrilled to announce new enhancements of SAP Build, combining the power of ABAP development, more generative AI capabilities, as well as deeper integration with SAP S/4HANA and other business applications. SAP Build streamlines extension creation and accelerates ERP modernization. It connects all SAP development tools — ABAP, Java, JavaScript, and low-code — so teams can collaborate easily regardless of skill set.
Let’s look at what developers can achieve with SAP Build.
As a world leader in understanding of how businesses and organizations run around the globe, SAP is continuing to rapidly deliver traditional and generative AI use cases that help people get work done faster and smarter.
Get all the latest news and coverage from SAP TechEd in 2024
Today, one quarter ahead of our road map, we offer more than 100 high-value generative AI capabilities that are ready to use out-of-the-box across SAP cloud applications.
From navigating regulatory challenges to addressing complex HR policy questions to generating comprehensive sustainability reports, SAP Business AI capabilities are driving real business value for our customers.
For example, a company with 2,000 employees can expect to improve its top line by up to 3.5%* and gain efficiencies for the company’s bottom line of up to 1.4%* by adopting available SAP Business AI features. These productivity gains are relevant for developers and business users alike, as well as for the entire C-suite and all lines of businesses — from the CFO to the chief human resources officer, chief procurement officer, and more.
And this only accounts for AI features that we released in the last 12 months.
AI innovations delivered in Q3 2024 include:
SAP S/4HANA Cloud Public Edition has a flurry of AI-assisted improvements, from smart summaries and filters to natural language explanations of asset depreciation as well as accelerating your financial close. In addition, Joule can now proactively detect and generate proposals for missing compliance configurations around U.S. internal tax. Joule is now also generally available in SAP S/4HANA Cloud Private Edition.
In supply chain, conversational search features in SAP Product Lifecycle Management, SAP Integrated Business Planning for supply chain, and SAP Asset Performance Management allow users to perform informal searches more efficiently and access information more easily. In SAP Field Service Management, the AI-assisted activity summary is now generally available. The AI-enabled visual inspection feature has been expanded to SAP Asset Performance Management.
In SAP Business Technology Platform (SAP BTP), a new AI capability in SAP Integration Suite lets developers automatically generate integration flows by simply describing the scenario, meaning designing time is three times faster*. SAP Build Code provides generative AI to help developers build applications up to 30%* quicker and reduce application development costs by up to 30%*.
Sustainability experts can now automate AI-enabled environmental, societal, and governance (ESG) reports, reducing the time needed to collect relevant ESG metrics manually from 30 minutes* to 30 seconds*, building on ESG or own report templates and using the data available in SAP Sustainability Control Tower.
SAP Signavio offers AI-assisted process recommender and AI-assisted performance indicator recommender features, which can provide preconfigured process models and quick recommendations on performance indicators. The new AI-assisted process analyzer capability allows users to ask questions in natural language and receive immediate insights, democratizing process mining and empowering non-technical users to conduct deep analysis.
While we’re incredibly excited about what we can offer customers today, there is so much more to come still this year and beyond. That said, we will increase our target of delivering more than 100 generative AI use cases by the end of 2024. We’re only accelerating the pace of innovation, so that across our entire range of solutions, customers can find SAP Business AI capabilities that offer businesses large-scale ROI benefits and, on an individual level, improve employees’ day-to-day work.
Today at this year’s SAP TechEd, we are announcing multiple innovations that will revolutionize how we work and make businesses more agile and productive. With cutting-edge innovations to come, including collaborative agents and knowledge graphs, these benefits will become even more impactful and relevant for business users across industries and geographies. Of course, we’re doing all of this while ensuring that our SAP Business AI features are relevant, reliable, and responsible.
Read on for a detailed accounting of the new AI innovations we have released to customers in Q3 2024, and join us at SAP TechEd to learn more about what’s ahead.
SAP S/4HANA Cloud Private Edition: Joule General availability
Available since Q2, users have been able to directly navigate to business applications. Now, the integration of SAP’s AI copilot Joule in SAP S/4HANA Cloud Private Edition allows for:
Conversational search, allowing users to perform informational searches up to 95%* faster with quick and seamless access to the relevant content from SAP Help Portal by asking Joule in natural language for the information they need.
Up to 95%* faster insights into relevant business objects for purchasing experts and shipping, without the need to navigate to the application that provides the insights. This includes, for example, purchase requisitions, sales orders, and more.
SAP S/4HANA Cloud Public Edition: AI-assisted smart summarization Beta release
SAP S/4HANA Cloud Public Edition customers can now benefit from a much smoother SAP Fiori experience by using AI-assisted smart summarization jump-starts. This feature allows users to collaborate or follow up by extracting the essential information from the object pages of the SAP Fiori Elements application that they use. Users can expect more than five minutes* saved per summarization.
AI-assisted smart summarization in SAP S/4HANA Cloud Public Edition
SAP S/4HANA Cloud Public Edition: AI-assisted easy filter Beta release
The AI-assisted easy filter capability helps sales representatives select data of list report-based SAP Fiori applications in natural language instead of defining filter values manually. This streamlines the filtering experience to quickly get the required information.
AI-assisted easy filter in SAP S/4HANA Cloud Public Edition
SAP S/4HANA Cloud Public Edition: AI-assisted explanation of fixed asset deprecation keys Beta release
Asset accountants can use AI-assisted explanation of fixed asset deprecation keys to analyze asset values per deprecation area. The feature explains depreciation types and calculation procedures in natural language, increasing the accuracy of financial and tax statements. Users can save up to 60 hours* of onboarding efforts per country version and 0.5 days* for analyzing asset values during period closing times.
AI-assisted explanation of fixed asset deprecation keys in SAP S/4HANA Cloud Public Edition
SAP S/4HANA Cloud Public Edition: AI-assisted configuration for U.S. tax jurisdictions Beta release
Tax accountants can now simplify the process of maintaining U.S.-internal tax configuration with the help of Joule. The AI copilot proactively detects and generates proposals for missing compliance configurations. This ensures faster onboarding for businesses in the United States with less complexity and greater accuracy and reliability compliance with the Tax Authority website integration. Companies can expect a reduction of 50-90%* in effort to set up U.S. sales and use tax configuration.
AI-assisted configuration for U.S. tax jurisdictions in SAP S/4HANA Cloud Public Edition
SAP S/4HANA Cloud Public Edition: AI-assisted financial business insights Beta release
With the help of generative AI, employees in finance departments can analyze and summarize data from their cost center review booklet into actionable financial business insights. This empowers them with a complete picture, including root cause analyses, suggested rectifications, and written reports. It also increases efficiency by prioritizing workload, automating repetitive tasks, and recommending actions. Finance costs also get reduced via immediate visibility into critical KPIs, AI-generated reports, and instant sharing. With this feature, business users can expect to save up to 50% of their time per summarization of financial data in a review booklet and 2x accelerated decision-making.
AI-assisted financial business insights in SAP S/4HANA Cloud Public Edition
SAP S/4HANA Cloud Public Edition: AI-assisted localized form template management, AI-assisted merging for payment formats Beta release
We introduced two generative AI-assisted localization apps as part of the localization-as a-self-service for SAP S/4HANA Cloud Public Edition:
The Manage Localized Form Templates app allows application owners to extend localized forms, such as payment receipts, to meet their specific requirements. The feature reduces the time and cost for localized form template creation by up to 95%* compared to a manual mapping in a third-party tool.
Manage localized form templates in SAP S/4HANA Cloud Public Edition
With the Generative AI Merge for Payment Formats feature in the Payments app, business users can create customized payment formats using generative AI-generated mappings. This simplifies adapting payment formats to local standards, increasing accuracy and reducing by up to 60%* the time and cost to update payment formats compared to a manual review of the changes.
Create customized payment formats in SAP S/4HANA Cloud Public Edition
SAP Advanced Financial Closing: AI-assisted error resolution Beta release
The AI-assisted error resolution feature helps controllers and accountants to understand the root causes of issues that arise during financial closing. It provides step-by-step guidance for fixing the error and the option to manually email the resolution to the expert in charge. By identifying errors and analyzing root causes faster, users can reduce efforts to investigate and remediate errors in automated closing tasks by up to 90%* (approximately two hours saved* per financial close), ensuring faster financial closing and lower support and compliance costs.
AI-assisted error resolution in SAP Advanced Financial Closing
SAP Signavio: AI-assisted process recommender and AI-assisted performance indicator recommender General availability
Business process consultants can now benefit from new generative AI-powered capabilities in SAP Signavio.
The AI-assisted process recommender capability helps to obtain preconfigured process models based on a database of more than 5,000 best practices from SAP, allowing process experts to move fast from initial exploration to process design and reducing the effort needed for a first process draft to start the process modeling. This reduces the time invested from business process consultants by up to 30%*, and the costs of designing a new process or redesigning an existing one can be reduced by 30%*.
AI-assisted process recommender in SAP Signavio
The AI-assisted performance indicator recommender feature helps users obtain quick recommendations on process performance indicators (PPIs) relevant to their business processes and problems. This allows users to solve problems through a measurement approach based on a repository of thousands of KPIs and PPIs. The time and cost of refining process performance indicators can be reduced by up to 20%*.
AI-assisted performance indicator recommender in SAP Signavio
SAP Signavio: AI-assisted process analyzer (text-to-insights) Beta release
With the new AI-assisted process analyzer capability, users can ask questions in natural language and receive immediate insights that can accelerate business decisions by up to 50%*. It democratizes process mining and empowers non-technical users to conduct a deep analysis and obtain valuable knowledge.
AI-assisted process analyzer (text-to-insights) in SAP Signavio
SAP Integration Suite: Generation of integrations General availability
Developers can now automatically generate integration flows in SAP Integration Suite. Users only need to describe the integration scenario and the tool will then create an integration flow with pre-configured connectors based on their description and inputs. This helps to quickly integrate processes, services, applications, events, and data across heterogeneous system landscapes and enhance productivity.
With over 3,600 prebuilt integration flows, users can reduce the time needed for designing the integration by a factor of three*, resulting in cost savings with improved quality, as well as reduced implementation effort.
Generate integration flows in SAP Integration Suite
SAP Build Code: Support SAP S/4HANA Cloud service integration for data model and app logic General availability
SAP Build Code, SAP’s generative AI-based code development solution, allows developers to build applications up to 30% faster. This can reduce application development costs by up to 30%*. The integration of Joule, optimized for Java and JavaScript application development, provides a turnkey environment for coding, testing, integrations, and application lifecycle management.
Starting in Q3, Joule will help developers to generate code for integrated SAP S/4HANA Cloud services. This is started by creating a full-stack application, importing an external SAP S/4HANA Cloud service, and defining the data model and services with Joule.
Create data model and services with Joule in SAP Build Code
In addition, developers can use Joule to enhance the data model they created before by adding associations between the external SAP S/4HANA Cloud entity and local entities, and exposing the external entity to a local service via a projection afterward.
Use Joule in SAP Build Code to add an association between the entity Books and the external entity
Joule also supports custom logic generation for reading the associated external entity and to perform further operations on the exposed external entity.
Use Joule in SAP Build Code to add a custom logic reading data from the external entity
SAP HANA Cloud: Generate SAP HANA SQL statements with the SQL console for SAP HANA General availability
SAP HANA database application developers can use the new conversational SQL console in SAP Business Application Studio to generate SAP HANA SQL statements. The statements are based on the requirements specified in a special natural language prompt, which can be run directly in the SQL console. The resulting statement includes the correct SAP HANA syntax.
Note: To use the ‘Run Prompt’ option, you must have a subscription to SAP Build Code, the AI-powered cloud development environment based on SAP Business Application Studio.
The new console helps increase developer productivity by up to 20%*, reducing the SQL learning curve and enabling efficient data retrieval with natural language.
Generate SAP HANA SQL statements with the SQL Console for SAP HANA
Document Information Extraction service: Product enhancements General availability
Available on SAP BTP, the Document Information Extraction service helps businesses automate and scale their document processing use case end-to-end in more than 40 languages with easy extensions for any kind of document.
This upgrade includes three significant enhancements designed to streamline your document processing:
Instant learning: The premium edition of Document Information Extraction now features an instant learning capability. This allows for immediate improvements in accuracy as the service learns dynamically from user feedback. Just a few corrections from the user enable the system to adapt and enhance its performance, making document processing more precise than ever.
Enhanced document classification: With the new field type “list of value,” users can specify their own classification classes or categories; for example, to distinguish a supplier invoice from a payment advice. By providing a list of classification values when setting up a schema, they can tailor the service to automatically determine the type of incoming document according to their business processes. This results in more organized document handling, enabling faster and more accurate document processing.
Enhanced document classification capability in the Document Information Extraction service
Expanded availability on Microsoft Azure: To meet the growing global demand, the availability of the service has been extended to additional Microsoft Azure regions: Netherlands (Amsterdam) and U.S. East (Virginia). The service now incorporates:
Extended schema description, to get the most out of generative AI for document processing
New file types and improved performance, to get support for key Microsoft Office formats, including MS Excel and MS Word
Schema import and export to easily share schemas across different projects or environments, enhancing consistency and saving valuable setup time
Generative AI Hub in SAP AI Core and SAP AI Launchpad: Product enhancements General availability
The generative AI hub in SAP AI Core and SAP AI Launchpad enables developers to access market-leading large language models (LLMs) in a governed environment, run AI models securely and cost-effectively, and maximize value creation from generative AI use cases for SAP applications.
Developers can save up to 60%* of their time spent onboarding and running AI models securely and realize higher value for new generative AI use cases through better grounding for increased relevance of the outcomes, resulting in faster user adoption.
In the last quarter, we introduced two key enhancements:
A new modular and intuitive orchestration builder helps create sophisticated, AI-driven applications by customizing pre-trained AI models for specific business use purposes through a guided process in the generative AI hub
A simplified integration and customization process lets developers deliver innovations faster and more precisely, enabling more relevant and effective AI-driven solutions for better business outcomes
This feature also comes with a data masking and anonymization function for personal and sensitive data in prompts and LLM responses to enhance data privacy and compliance with data protection regulations.
Data masking and anonymization in the generative AI hub
A new JavaScript software development kit (SDK) helps integrate advanced AI capabilities into web applications. This user-friendly toolkit makes it easier to embed intelligent features such as chatbots and content generators, speeding up development and giving users more context-aware and relevant AI-generated content.
Finally, additional models from providers such as Google Cloud Platform, Meta, and OpenAI have been added to generative AI hub, and new data centers on Google Cloud Platform and Microsoft Azure are available in Europe and in the United States.
SAP Business AI in Sales, Services, Marketing and Commerce
SAP CX AI Toolkit: Product enhancements General availability
SAP CX AI Toolkit provides a comprehensive, configurable AI solution for e-commerce, marketing, sales, and service teams. It helps streamline content creation tasks and analyze data from across the enterprise. Many new AI-enabled tools are now integrated into the solution.
AI-supported image generation enables e-commerce teams to generate new product images or edit existing ones in the SAP Commerce Cloud catalog. It reduces the time spent on image customization by up to 50%* and increases the number of product-specific campaigns by up to 30%*. With this feature, e-commerce teams can also boost engagement with eye-catching, on-brand visuals tailored to commerce catalogs and effortlessly remove backgrounds or place products on solid-color backdrops.
Generate product images in SAP CX AI Toolkit
Intelligent Q&A support for service tickets and cases generates answers to business questions by finding and compiling the content of cases in SAP Service Cloud and tickets from SAP Cloud for Customers as sources for answers, saving time searching through thousands of records. Services teams can also integrate custom data sources and improve the answers provided by their unique company data.
Customize data sources for the intelligent Q&A feature in SAP CX AI Toolkit
SAP Intelligent Agriculture: Farming intelligence – create and process farming recommendations General availability
SAP Intelligent Agriculture now enables agribusinesses to create and process recommendations on when, where, and how to conduct farming activities, hence sustainably increasing farming efficiency and helping them thrive. These recommendations can either be created through an API for data science models or created in the solution UI directly.
Create and process executable farming recommendations in SAP Intelligent Agriculture
SAP Business Network: Intelligent invoice error classification SAP Early Adopter Care
The invoice error classification feature helps suppliers process rejected invoices for payment in SAP Business Network and reprocess invoices accurately to address initial invoice submission errors after categorizing them into appropriate rejection categories. Suppliers can expect to reduce invoice re-processing time by up to 40%* and reduce days sales outstanding impacted by rejected invoices by up to 10%*.
Invoice error message categorization in SAP Business Network
SAP Concur: Chart of accounts mapping for product connectors General availability
In Concur Expense, users can now access an AI-generated chart of accounts mapping for product connectors, such as QuickBooks or Xero, and decrease the setup time and effort of expense-type administration activities, including, for example, expense type creation and account code mapping.
AI-powered chart of accounts mapping for product connectors in SAP Concur
SAP Product Lifecycle Management: Joule General availability
SAP Integrated Business Planning for supply chain & SAP Asset Performance Management: Joule SAP Early Adopter Care
The conversational search feature within Joule is now supported in SAP digital supply chain solutions, providing smooth and contextual access to SAP Help Portal content and summarizing it in a clear answer to the question. Users can perform informal searches up to 95%* because they do not need to browse through a long search result list or read through several documents to find the correct information.
Watch this short demo of Joule in SAP Integrated Business Planning for supply chain:
The educational division of K2 Partnering Solutions, K2 University, has extended its official SAP training programs to the United States and Canada in response to the growing demand for SAP skills with a cloud focus. As technology advances, companies seek workers with specific knowledge of SAP solutions, cloud computing, and artificial intelligence. The structured approach […]
With the SAP Build Work Zone technology, Laing O’Rourke has transformed its employee learning program and improved the professional growth of over 5,500 global workers in the engineering and construction industries. Laing O’Rourke has launched LOR Learn, a platform that is powered by SAP Build Work Zone. This is a part of their strategic plan […]
Zespri, the largest kiwifruit marketer globally, has moved to the next stage of its digital transformation journey by upgrading its SAP S/4HANA digital core as part of its ongoing Horizon transformation program. Zespri’s partnership with SAP has been pivotal in enhancing the company’s operational efficiency and sustainability. The collaboration began in 2021 when Zespri initially […]
The integration of ChannelEngine with SAP Order Management Services (OMS) highlights how businesses can leverage advanced solutions to optimize their eCommerce operations across a vast array of marketplaces. SAP Order Management is an integral component of SAP’s business applications, streamlining the entire order-to-cash process by centralizing order handling across multiple channels. This system allows organizations […]
SAP has once again been named a Strategic Leader in the 2024 Fosway 9-Grid™ for Cloud HR. The report provides a multi-dimensional model to help organizations compare and choose the best cloud HR and learning tech provider in the European market to meet their business needs.
Vendors named Strategic Leaders have strong market performance and customer advocacy, provide a rich suite of capability across a broad scope of features, and have the sophistication to meet the needs of complex enterprise-scale customers.
“Optimizing people processes at scale is more critical than ever for a modern business. Skills, employee experience, and talent agility all represent significant challenges for HR, and now AI is redefining how HR works and enables them. With its continued innovation, as well as global reach and market presence, SAP continues to maintain its position as a Strategic Leader in the 2024 Fosway 9-Grid™ for Cloud HR.”
This recognition reflects SAP’s commitment to continuous innovation for our customers of all sizes. As change and innovation surge across industries, organizations today face a myriad of HR-related challenges, such as growing skill gaps and talent shortages, changing regulations and compliance risks, evolving employee expectations, and more.
SAP is helping customers stay ahead of the curve and address these challenges head-on by leveraging AI to drive organizational agility at scale and lead with an employee-first mindset.
The SAP SuccessFactors HCM suite provides global HR cloud software with powerful AI capabilities to help organizations meet the business demands of today and innovate for tomorrow. More than 10,000 customers worldwide — from startups and midmarket companies to large enterprises — use our solutions to elevate every experience, guide every people decision, and connect HR across every aspect of the business.
Customers like Helvetia, STADA, and Gestamp Servicios S.A. are leveraging SAP SuccessFactors solutions to drive their HR transformations and are realizing the value of SAP solutions across their workforces and organizations.
Helvetia
With more than 12,000 employees across six countries, talent management posed a challenge for Helvetia. By replacing disparate systems with a single HR portal based on SAP SuccessFactors solutions, the company is increasing transparency, boosting efficiency, and improving the employee experience.
“With unified, digital HR processes in place, we’re transforming the way we engage with our people, delivering an experience that meets their needs and expectations,” said Jochen Hübner, head of HR Operations, Helvetia Switzerland.
STADA
STADA recognized that it needed to transform to a more centralized operating structure. Putting its people at the heart of this transformation, the company decided to prioritize the implementation of a new global HR system built on SAP SuccessFactors solutions. The global implementation of SAP SuccessFactors began delivering value for STADA almost immediately. Within four months of the introduction of SAP SuccessFactors Employee Central in 45 countries and 16 languages, STADA’s leadership team already regarded it as a vital decision-making tool.
“Our standard report on employee numbers versus our staffing plans comes directly from Employee Central,” said Dr. Thomas Mattes, head of Global Culture & People Analytics and Digital Experience, STADA. “Those numbers drive our business decisions because we know they are correct.”
Gestamp Servicios S.A.
By replacing 200 HR systems with SAP SuccessFactors software, Gestamp’s entire business, not just HR, has access to one global system of record for employee data. Management can quickly consult more-detailed organizational charts and gain a comprehensive view of employees’ locations, skills, and performance.
“SAP SuccessFactors Employee Central is the heart of talent management at Gestamp,” shared María José de Francisco, HRIS Manager, Gestamp. “Having one source of core employee data lets us unleash the capabilities of our talent solutions to help our people thrive.”
Looking ahead, we are continuing to invest in critical areas like AI, skills, learning and talent development, and core HR and payroll to help customers solve some of their biggest challenges and stay at the forefront of their industries.
We look forward to announcing more exciting innovations across the SAP SuccessFactors HCM suite at SuccessConnect, being held in Lisbon and virtually October 28-30, 2024.
Lara Albert is global vice president of Product Marketing for SAP SuccessFactors at SAP.
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Since last year’s SAP Customer Experience LIVE event, we’ve introduced over 600 features, driving AI innovation and long-lasting success for our customers. At this year’s event, our customers shared their AI and CX success stories, showcasing how they’re winning customer loyalty in today’s competitive market.
While we have more exciting innovations to share, we’ve dedicated this event to celebrating our customers’ achievements.
AI Meets CX: Personalized, Engaging Experiences
In a fast-paced market, delivering the right message at the right time is crucial. When AI meets CX, businesses can create personalized, engaging experiences at every touchpoint. But these seamless experiences require a blend of people, processes, and technology, supported by integrated data.
Intelligent Customer Journeys with Business AI
At SAP CX LIVE in 2024, Christian Klein, CEO and member of the Executive Board of SAP SE, emphasized the transformation of customer experience through business AI, moving from reactive to proactive engagement and AI-driven insights. Companies like the San Jose Sharks are leveraging AI to drive personalized experiences and exceptional customer value.
San Jose Sharks: MVP Experiences
The San Jose Sharks are embracing digitalization and AI to create MVP experiences throughout the customer journey. By integrating vast amounts of data from various sources such as hockey games, concerts, food, and merchandising, they form a holistic view of their customers. The Sharks’ use of SAP CX solutions, including SAP Emarsys Customer Engagement, SAP Sales Cloud, SAP CX AI Toolkit, SAP Customer Data Platform, and SAP Customer Data Cloud, significantly enhanced customer engagement. This strategic approach led to impressive results, with season membership renewal rates increasing to 87% and open rates soaring from 26% to 80%.
Online Metals: AI as a Game Changer
Greg Raece, president of Online Metals, believes that AI will revolutionize the company’s sales approach. With a diverse customer base ranging from hobbyists to Fortune 500 companies, Online Metals is constantly evolving to meet emerging trends and ensure customers receive the right materials quickly and hassle-free. Raece firmly believes that AI will change the way Online Metals sells to customers. To better engage customers and enhance its online merchandising and sales strategies, Online Metals has joined forces with SAP. Using SAP Commerce Cloud and SAP Emarsys Customer Enagement, it successfully increased conversions, average order value, and website traffic.
The Pillars of Intelligent CX
SAP prioritizes responsible innovation, especially in handling customer data and interactions. Our AI solutions are built on trust, privacy, ethics, and security, helping to ensure businesses can confidently leverage these tools to their full potential. These are the four key pillars of intelligent CX:
Connected: Seamlessly unite operational and experience data to deliver delightful experiences across the back and front office while safeguarding your TCO.
Insightful: Turn data into proactive and contextual insights that drive real business outcomes with meaningful generative AI capabilities.
Adaptive: Experiment with agility using our hybrid composability approach and extend SAP’s core capabilities with pre-integrated, certified partner solutions.
Industry-Tailored: Apply deep industry context and knowledge coupled with our rich partner ecosystem to tailor SAP CX solutions to your industry’s unique needs.
Unleash Potential with a Harmonized Suite
Captivating customer experiences require visibility into the back office, front office, and everywhere in between. Companies like Universal Destinations & Experiences benefit from the seamless integration of SAP CX solutions with existing ERP systems, helping to enhance overall customer experience.
For Universal Destinations & Experiences, making people happy is priority number one. When planning its new resort in Beijing, China, Universal wanted to focus on the full guest journey – before, during, and after their visit. It needed a scalable platform with true omnichannel capabilities to support its diverse business, including theme parks, food, and retail. By leveraging SAP S/4HANA with SAP Commerce Cloud, Universal is creating a seamless and immersive experience for millions of guests, allowing them to live out their movie dreams.
Nokia: Elevating Wireless Technology
Nokia, once known for its iconic phones, now leads in telecommunications innovation and is partnering with NASA to further advance wireless technology. To ensure efficiency and accuracy in delivering complex solutions, Nokia digitized its order management processes. By integrating SAP S/4HANA with SAP Commerce Cloud and SAP Order Management Services, Nokia achieved faster deliveries, precise invoicing, and seamless billing, securing a competitive edge and driving ongoing success.
MACO Group: Efficient Sales Transformation
With thousands of global customers and 25,000 products associated with 40,000 components, door and window seller MACO Group has a wealth of data. The construction industry has been disrupted by global events, prompting MACO to digitize its operations for more efficient and effective sales. MACO’s transformation involved combining its SAP S/4HANA and CRM capabilities with SAP Sales Cloud, enabling it to move faster and with greater accuracy.
As of July 15, new customers can get 15 licenses to accelerate sales processes and drive growth with AI-driven CX
SAP CX solutions continue to help add value and bring business AI to life through innovative collaboration and integration. At SAP CX LIVE in 2024, we announced two new partnerships with Gainsight and ChannelEngine.
By integrating SAP Sales Cloud with Gainsight, companies can unify data and intelligence for a comprehensive customer view and a seamless journey. With human-first AI capabilities, automation, and standardized workflows, Gainsight and SAP customers can dedicate more time to clients and less to administrative tasks. Learn more.
The integration between ChannelEngine and SAP Order Management Services can enable merchants to increase revenue and profitability by automating and optimizing third-party marketplace operations. SAP users can now effortlessly activate over 950 new sales channels and expand into global markets. Learn more.
A Future-Ready CX with SAP
SAP customers are rapidly leveraging AI-powered solutions to create superior customer experiences, improve operational efficiency, and drive business growth. By integrating SAP into their operations, they are driving innovation and achieving measurable success.
Our approach is simple yet powerful: connected, insightful, adaptive, and industry-tailored. By prioritizing responsible innovation, especially in handling customer data and interactions, we can ensure our AI solutions are built on trust, privacy, ethics, and security. I’m proud that SAP is integral to our customers’ achievements, and the SAP CX team remains committed to delivering products and features that drive outcomes and delightful customer experiences.
