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The vast majority of commercial organizations will need to embark on major transformations to develop and enable seamless, informed, and rewarding omnichannel customer experience consistently.


  • Through a mix of acquisition and major innovation, SAP has brought together a portfolio of highly integrated yet modular enterprise applications, technologies, and services that has the potential to yield transformational results.

Features and Benefits

  • Outlines the capabilities SAP offers in the omnichannel context.
  • Evaluates SAP's customer engagement and commerce offerings.

Key questions answered

  • How can SAP support the development of omnichannel customer experience?
  • What part does the SAP HANA platform play in the omnichannel environment?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for SAP

To succeed with omnichannel, enterprises must be orchestrated from the customer back to supply

  • Customers are not just a front-office concern
  • Keeping customers demands persistent relevance and adaptation at the right pace
  • Alignment and integration of front and back office

Enterprise-wide real-time intelligence to support the entire customer journey

  • There is more to the SAP HANA platform than just speed

The front line for an engaging, contextual omnichannel experience

  • Customer engagement and commerce
  • SAP hybris Marketing supports the 360-degree view of the customer
  • SAP Cloud for Sales supports mobile team selling in more complex markets
  • SAP Cloud for Service gives the customer more choice and the agent more insight
  • SAP hybris Commerce Suite delivers rich and relevant content

The SAP S/4HANA business suite connects the front and back office

  • Ensuring fulfillment of customer wishes
  • SAP offers different deployment options to help firms migrate to the new platform
  • A dynamic and connected real-time environment

Adding value and adaptability to meet demand changes

  • The Ariba Network is an effective system of engagement in B2B markets
  • Volatile markets call for flexible sourcing networks and contingent labor

Workforce engagement is enhanced through Fiori, SAP Jam, and SuccessFactors

  • SAP’s key tools
  • SAP’s modern enterprise applications have Fiori in common
  • SAP JAM supports rapid collaboration
  • SuccessFactors plays its part in workforce engagement

Helping firms navigate the complexity of the omnichannel challenge

  • Rapid deployment services
  • SAP offers a single contract to help firms navigate transformational change

Delivering highly customer-adaptive omnichannel capabilities

  • The power of the SAP portfolio
  • Enterprises face an omnichannel dilemma


  • Methodology
  • Further reading
  • Author

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