How do you turn a frustrated customer into a brand advocate really quickly? It starts with understanding, not just answering.

In this episode of SAP Spotlight on ANZ Tech, we dig into one of the most important moments in the entire customer journey: the first response. When something goes wrong, customers want to feel heard fast, and they want progress toward a real fix. A quick reply that misses the point can make things worse. A thoughtful first response that shows context, ownership, and a clear next step can change the tone of the relationship in minutes.

Our customer experience experts, Scott and Scott, explain why connected systems matter so much here. Customers get frustrated when they have to repeat themselves or re-share information you should already have, like purchase history, interaction timing, or previous case notes. That “repeat” moment signals that the experience is disconnected, and it makes customers feel like a ticket number instead of a person.

You will also hear how tying systems together can simplify feedback and speed resolution without cutting corners. When teams can see the full picture across channels, they can acknowledge the issue with context, ask fewer questions, and move straight to action. The result is less effort for the customer, faster time to resolution, and more opportunities to turn a complaint into loyalty.

👉 Download our Australian Engagement Report to turn engagement insights into retention wins: https://sap.to/6050B6me4g

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://sap.to/6055B6me4l

#CustomerExperience #CustomerService #SAP

Why do customers stop engaging even when nothing is wrong? Usually, it is because they have lost the reason to click.

In this episode of SAP Spotlight on ANZ Tech, Jess asks what drives customer silence, and the answer is refreshingly direct: too many brands send low-effort messages that do not add value. If a customer just bought shampoo, a “buy more shampoo” email a week later is not personalization. It is noise. Over time, that creates a click gap, where customers still purchase occasionally but stop opening emails, responding to texts, or engaging with the brand.

Our customer experience experts, Scott and Scott, unpack what better engagement looks like. First, make post-purchase outreach useful, timely, and relevant. Offer something that complements what the customer already bought, like conditioner or a refill reminder based on realistic usage. Second, broaden engagement beyond direct offers. Brands can build stronger relationships by connecting through community, shared values, ambassadors, and a clear vision that customers want to be part of.

The key is treating engagement as a two-way street. Test different content angles, learn what resonates, and use that feedback loop to earn attention rather than assume it. When brands give customers a genuine reason to click, engagement becomes a habit, not a chore.

👉 Download our AI in Retail Report to personalize retail experiences with trust built in: https://emarsys.com/learn/white-papers/ai-in-retail-report-in-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-”

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://www.sap.com/index.html

#CustomerExperience #RetailMarketing #SAP

IIs your loyalty program just “earn and burn,” or is it creating a real experience?

In this episode of SAP Spotlight on ANZ Tech, Jess asks a simple question: what makes someone loyal to a brand? The answer is not just points. It is also ease of use, and whether customers connect with the philosophy of the brand. If loyalty feels hard to manage or slow to redeem, people lose interest fast.

Our customer experience experts, Scott and Scott, explore why modern loyalty programs need to go beyond basic point aggregation. “Earn and burn” can be part of the formula, but it should drive meaningful behaviors and enhance the customer experience. That could mean discounts, but it can also mean access to something exclusive, like early invitations, events, or perks that feel genuinely relevant.

You will also hear a practical example of how brands are using data well. Instead of treating everyone the same, leading programs combine personalization with context, like inviting a customer to a new store opening near where they live. When it is done right, it feels thoughtful, not creepy, because the value is clear and the experience is tailored to real life.

If you are rethinking retention, this episode is a useful prompt: loyalty works best when it is easy, personal, and aligned with what customers actually value.

👉 Download the Customer Loyalty Index to explore the data behind what drives retention today: https://sap.to/6051B6mj2N

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://sap.to/6058B6mjN6

#CustomerExperience #CustomerLoyalty #SAP

What is the biggest issue with how brands engage online today? Sometimes, it is a simple lack of empathy.

In this episode of SAP Spotlight on ANZ Tech, Jess asks shoppers about their biggest frustration with online brand engagement. One theme comes through clearly: brands can be brilliant at selling, then fall apart after checkout. Missing tracking updates, unclear return steps, slow responses, and “free returns” that suddenly are not free can turn a great first impression into a lasting trust issue.

Our customer experience experts, Scott and Scott, break down why after-sales experience is a loyalty maker or breaker. Organizations spend heavily to win a customer, but the data and information needed to support customers already exists. The difference is whether teams use it to keep customers informed through email, SMS, or notifications so people know what is happening and what to do next.

You will also hear the “Mirror Test”: are you providing the experience you would want to receive? When brands treat customers like people rather than transactions, they resonate more. That means setting clear expectations, communicating proactively, and making returns and support feel simple, fair, and human.

👉 Download our Omnichannel Loyalty Guide to start putting empathy at the centre of your strategy: https://sap.to/6055B6meCW

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://sap.to/6053B6meCv

#CustomerExperience #CustomerLoyalty #SAP

When resolving a complaint, is a fast response or a high-quality resolution more important?

In this episode of SAP Spotlight on ANZ Tech, we unpack why this is not an either-or choice. Speed and quality work best as reinforcing factors. A fast response that does not actually solve the problem can damage trust. On the other hand, a thoughtful, high-quality fix that takes too long often feels like bad service. Customers want both: quick acknowledgment and a clear path to resolution.

Jess brings the question to the street, then our customer experience experts, Scott and Scott, explain what “good” looks like in practice. You will hear why speed matters most at the start, especially for confirmation, clarity, and next steps. You will also learn why quality becomes the differentiator when the situation is complex, emotional, or high-impact. The goal is consistency: repeatable service standards for simple cases, and extra care when the stakes are higher.

If you are building customer support or service operations, this episode is a useful framework for designing smarter routing, better triage, and more transparent communications. It is also a reminder that the right technology should help teams move faster without cutting corners and deliver better outcomes without adding friction.

👉 Download our AI in Retail Report to understand how to balance your service delivery with the right technology: https://emarsys.com/learn/white-papers/ai-in-retail-report-in-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://www.sap.com/index.html

#CustomerExperience #CustomerService #SAP

Disconnected PLM and ERP systems create silos that lead to delays, inconsistencies, and avoidable errors. In this Product Management Q&A, Sean Laughlin (Global Product Marketing Manager) sits down with Pascal Kugler (Product Manager, SAP S/4HANA Private Cloud PLM) to explain how external PLM system integration with SAP S/4HANA helps organizations streamline product data, accelerate supply chain execution, and improve product quality.

If your teams rely on best-of-breed PLM tools like Siemens Teamcenter, PTC Windchill, or Dassault 3DEXPERIENCE, this session breaks down how connecting PLM data directly to SAP creates a more reliable flow of engineering information into ERP. You will learn which data needs to move from PLM to SAP, including material masters, BOMs, document records, change information, and classification, and why accuracy and timing matter for procurement, manufacturing, compliance, and planning.

Pascal also explains how standardized, out-of-the-box SAP integration content can reduce complexity by replacing custom-built interfaces. That means predefined mappings, workflows, and error handling that can shorten implementation time and reduce project risk. The conversation closes with the business value of connecting engineering with supply chain execution, including faster time to market, fewer ECO disruptions, smarter inventory planning, and higher first-time-right production quality.

Chapters
00:00 – Why disconnected PLM creates silos
00:20 – Welcome and what we will cover
01:05 – Why integrate external PLM with SAP S/4HANA
02:02 – Critical PLM data for SAP: BOMs, masters, docs, changes
02:50 – How standardized integration reduces complexity
03:35 – Business value: engineering to execution
04:30 – Why SAP vs custom code or third-party middleware
05:48 – Wrap up and next steps

👉 Explore the latest PLM system integration documentation: https://sap.to/6054B6o6FY
👉 Read SAP’s Strategy on PLM System Integration: https://sap.to/6056B6o6Fm

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://sap.to/6052B6o6Fs

#SAP #SAPS4HANA #PLM

PLM systems give engineering powerful tools, but if the product data stays trapped there, the rest of the business can’t act on it. In this clip, Pascal highlights how disconnected PLM environments slow down planning, sourcing, and manufacturing, and why SAP’s integration approach ensures that critical product information actually reaches the supply chain where it’s needed.

Watch the full Q&A to see how integrated data removes bottlenecks and supports end‑to‑end execution 👉 https://youtu.be/zu4goRUSQ5s

Discover how SAP Logistics Management helps organizations run smaller and mid sized logistics sites with more agility, faster rollout, and lower total cost of ownership, while complementing high end operations managed with SAP Extended Warehouse Management and SAP Transportation Management.

Join host Olena, with SAP experts Jörg Michaelis (Head of Product Management for SAP Logistics Management) and Carsten Abel (Head of Strategy and Customer Engagement), as they explain why SAP introduced this solution, how it supports hybrid landscapes, and what is coming next across user experience, scalability, extensibility, and AI.

In this video, you’ll:
✔️ Learn why SAP built SAP Logistics Management and the market gap it addresses
✔️ See how customers can start in weeks and expand with a “grow as you go” approach
✔️ Understand the hybrid model, including how SAP Logistics Management can work alongside existing EWM or third party WMS
✔️ Explore what is planned for 2026, including regional scalability, languages, APIs, modular adoption, and selective use of agentic AI
✔️ Hear how mobile first execution supports warehouse operators with native iOS and Android apps

Whether you manage local distribution sites, technical warehouses, spare parts operations, pop up warehouses, or a network of smaller facilities alongside major distribution centers, this deep dive will clarify how SAP Logistics Management can help you standardize operations, reduce rollout friction, and keep pace with change.

Chapters
00:12 – Welcome and introduction
01:20 – Why a new solution? What market gap does SAP Logistics Management address?
03:40 – How does SAP Logistics Management ensure business agility?
06:08 – The strategic vision for 2026: UX, scalability, AI, and modularization
09:26 – The future of stockroom management, LE WM, and LE TRA
10:25 – The hybrid approach: Combining SAP Logistics Management with existing EWM solutions
10:37 – Agentic AI in logistics: Beyond simple automation
12:44 – Mobile first strategy: Empowering the warehouse operator on the floor
14:20 – The critical role of the partner ecosystem
15:26 – Wrap up and thank you

💬 Join deeper conversations in the SAP Community: https://community.sap.com
📧 Contact us anytime at insides4@sap.com

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://www.sap.com/index.html

#SAP #SupplyChain #Logistics

A smoother SAP S/4HANA migration starts with process transparency and a user experience people actually want to use.

Südzucker Group is present in roughly 100 locations across 31 countries and supports 19,000 employees with a diverse portfolio spanning food products (including frozen pizza), starch, animal feed, and ethanol from renewable resources. With growth through acquisitions over a 100-year history, process complexity increased across the organization. The team needed a clear overview of end-to-end processes, process documentation and modeling, plus visibility into the applications in use.

In this customer story, Südzucker shares how they looked for a single source of truth for processes and applications, along with capabilities like process mining to analyze performance in more detail. By using SAP Signavio together with SAP LeanIX, they improved cross-functional alignment and established a common glossary to make collaboration easier across teams. They also used pre-built content, including value accelerators, to compare SAP best practices with current processes and identify opportunities to harmonize.

The impact includes greater process transparency across the company and €500,000 in cost optimization potential to implement. This structured approach also helped Südzucker evaluate tools with clearer selection criteria grounded in real user needs, supporting a culture of continuous innovation and improved user experience.

Learn more about Südzucker Group’s journey with SAP Design 👉 https://www.sap.com/design/stories-resources/how-sap-signavio-drives-500k-cost-savings-for-the-sudzucker-group

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://www.sap.com/index.html

#SAP #SAPSignavio #SAPS4HANA

Real stories. Expert reactions. No fluff. When a customer is frustrated, the next five minutes can make or break your brand.

In this episode of SAP Spotlight on ANZ Tech, Jess hits the streets to hear real customer wins and fails, then gets quick, practical reactions from two customer experience experts (Scott and Scott). You will hear what helps in the moment: acknowledgment, empathy, and clear ownership, so you can move from damage control to trust-building fast.

You will also unpack a simple idea that is easy to overlook: hope is not a strategy. When teams rely on hope instead of a repeatable response, customers feel it and loyalty can slip away. This short episode is a useful reset for anyone working in customer service, marketing, or CX leadership who wants to reduce churn, protect brand trust, and create more consistent outcomes across channels.

👉 Get the Australian Engagement Report to see the data and start driving a difference in your customer strategy: https://sap.to/6058B6m5yM”

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About SAP:
As a global leader in enterprise applications and business AI, 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: https://sap.to/6053B6m5yR

#CustomerExperience #CustomerLoyalty #SAP