Do you know why a company can spend millions implementing SAP CX tools across marketing, sales, commerce, and service, and still send you an email you unsubscribed from three months ago? That’s not a technology failure, it’s a data and governance failure, and according to Kunal Bansal (SAP CX Transformation Architect and SAP Champion), it’s the single most common reason enterprise CX programs fail to deliver real ROI. This Episode 1 of the SAP CX Transformation Masterclass series goes straight to the hard truths: what CX transformation actually means, what failure patterns really look like, and the one question every architect should ask a client before anything else.
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Chapters:
00:00 - Introduction
01:34 - What does SAP CX transformation actually mean beyond implementing tools?
05:05 - Why do many CX programs fail to deliver business impact, and what does the failure patterns look like?
07:47 - How should an organization treat CX as a core business capability, not an IT initiative?
09:02 - What is the one hard truth about CX transformation that most leaders ignore?
10:44 - Conclusion
In this video, you’ll learn:
What does SAP CX transformation actually mean beyond implementing tools?
Why do many CX programs fail to deliver business impact and what does the failure patterns look like?
How should an organization treat CX as a core business capability, not an IT initiative?
What is the one hard truth about CX transformation that most leaders ignore?
The hard truth worth writing down: most CX goals are simply not achievable without a solid data foundation first, and no amount of tool implementation fixes fragmented, unaligned, unconsented data underneath. Follow this series for more real-world SAP CX architecture insights from one of the most experienced practitioners in the field.
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