Why do AI-driven Customer Experience initiatives fail, even when enterprises invest heavily in SAP CX and AI technologies? The real challenge often lies in disconnected data, weak integration, and unclear business outcomes! In this SAP CX Masterclass, SAP Champion and CX Transformation Architect Kunal Bansal explains where AI delivers measurable value across marketing, sales, service, and commerce. Discover the differences between AI-enabled and AI-driven CX, and learn how SAP BTP, SAP Business Data Cloud, and SAP Business AI support enterprise AI adoption. Explore how SAP solution architects can evolve into trusted advisors by connecting technology decisions with business value.
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Chapters:
00:00 - Introduction
01:33 - Where is AI actually delivering measurable value in CX today and what separates real value from hype?
02:57 - Why do AI-driven CX initiatives fail and what is the pattern of failure?
04:21 - What is the practical difference between AI-enabled and AI-driven CX and why does the distinction matter?
05:31 - How should enterprise approach scaling AI in CX from pilot to production?
06:32 - What separates a good SAP solution architect from a trusted advisor and how do you make the transition?
07:41 - How do you balance business ambition with technical reality in CX engagements especially when leadership wants it all?
09:06 - As an SAP Champion, what would be your suggestion to aspiring beginners and experienced SAP consultants?
10:46 - How should enterprises approach scaling AI in CX from pilot to production?
12:14 - Conclusion
Previous Episode:
Episode 1: https://youtu.be/MNSlgV39GUQ
Episode 2: https://youtu.be/RpeFeLY9-Ig
In this video, you’ll learn:
Where is AI actually delivering measurable value in CX today and what separates real value from hype?
Why do AI-driven CX initiatives fail and what is the pattern of failure?
What is the practical difference between AI-enabled and AI-driven CX and why does the distinction matter?
How should enterprise approach scaling AI in CX from pilot to production?
What separates a good SAP solution architect from a trusted advisor and how do you make the transition?
How do you balance business ambition with technical reality in CX engagements especially when leadership wants it all?
As an SAP Champion, what would be your suggestion to aspiring beginners and experienced SAP consultants?
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