Filip Myška from SAP explained the “One Office” concept, which is based on the native integration of back-office processes in connection to customer service, and the resulting individual marketing, sales and support processes.

He also presented SAP’s vision for CX (Customer Experience), which is based on three main pillars:

• Customer trust
• Integration
• Cross solution innovation

Our company also contributed to the conference programme with two presentations.

In the first, we focused on answering questions such as: What drives companies to invest in cloud solutions? What are the most common expectations and how often are they met? What impacts can be expected? Petr Horák of Cerva Group then shared his long-term experience with the use of SAP Cloud solutions to meet the company’s business goals in Europe.

In our second presentation, we introduced typical customer service processes with a direct link to multichannel communication, using voice and instant messaging services and chatbot/voicebot technologies on the Sinch platform. We also guided the participants through the business process, from the sales lead creation to the order issuance.

The conference concluded with individual questions raised by the attendees, with breakout groups addressing the specific challenges that companies face today.

Take a look at some snapshots from the event

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Read more about the solutions in Customer Management line of business and their respective success stories.