The first meeting of AUSAPE's new Customer Experience working group took place on November 15th.
AUSAPE is an association that brings together clients, partners and providers of SAP solutions in Spain, and has several operational working groups that work around different SAP solutions and their application in specific sectors of activity, providing an exclusive forum for debate, exchange of knowledge and best practices in the implementation of SAP systems and solutions. The CX Group was presented by Digiu Digital in June, at the AUSAPE Forum 2022 and turned out to be a success, counting on the support of important companies and SAP.
The meeting was guided by Iciar Balza, Head of eCommerce at Gonvarri Industries and coordinator of the Group and had the participation of Catarina Pinto da Silva, Carlos Pinto, María Senabre and Paolo Duci: managers of the four divisions of SAP CX (Commerce, marketing, sales and services). Representing AUSAPE, were Juan Ignacio Luengo, Director of Operations and Aida Bautista, Coordinator of the AUSAPE’s working Groups.
In the session, SAP put the focus on the concepts that will guide the strategy of the company: transformation, experience and sustainability, and explained the customer data solutions, the importance of activate data in other applications to create contextualized journeys, the roadmap of SAP commerce cloud, putting the emphasis on sustainable commerce, experience-led commerce, tighter end to end integrations, agile commerce platform and the importance of trust, privacy and efficiency in the processes, how to maximize the customer data lifetime value with connected services and other topics related with the future of SAP CX solutions.
After the SAP presentation, Iciar Balza and Emilio Osete, CEO of Digiu Digital Group, presented the Gonvarri Industries case study, about the process of implementing a B2B eCommerce channel for industrial customers. They shared the strategies adopted in the digital transformation of the company, the roadmap of the initiatives, the results until now and what the next steps will be.
The meeting ended with a space for questions and answers and, finally, was proposed a planning and a calendar for the next group activities, which the topics should be E-Commerce, Sales & Services, Marketing and Data. It was also proposed that the next events will count with an invitation for market protagonists to share their success stories, as well as the participation of customer cases in each section.
Emilio Osete, CEO of Digiu Digital Group, commented: “This group is a great opportunity to better understand and leverage the full potential of SAP CX solutions. Our goal is also to learn from each other and share knowledge and experiences. We are proud and honored to have started this initiative and to be part of this group with Gonvarri and with SAP Spain”.