Walldorf, Baden-Württemberg, Deutschland
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3430 Follower:innen
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3430 Follower:innen
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Markus Kufner hat dies geteiltThe Loyalty Management Wars Just Got Interesting – And Your Vendor Probably Isn’t ReadyThe Loyalty Management Wars Just Got Interesting – And Your Vendor Probably Isn’t Ready
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostetBig news at SAP Customer Experience! Today we launched SAP Engagement Cloud — a big step forward in how SAP helps organizations connect their intelligence, data, and execution across the entire business. With AI at the core, this evolution supports teams in delivering more coordinated and consistent experiences, no matter the function, region, or product line. Proud to be part of a team building the future of enterprise engagement. 🚀 👉 Full announcement: https://bit.ly/3Nn1Mgp #SAPEngagementCloud #SAPGetSocial
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostetSAP Joule is not “ChatGPT inside SAP.” For years, SAP users adjusted themselves to the system. They memorized T-codes. They navigated layers of Fiori tiles. They searched documentation instead of asking direct questions. SAP Joule changes that interaction model. Joule is SAP’s AI copilot embedded in SAP cloud applications. Instead of navigating menus, users can describe what they want in natural language. But Joule is not a generic chatbot connected to SAP data. There are structural differences. 1️⃣ First: Context is built in. Joule operates inside SAP systems such as S/4HANA, SuccessFactors, and Ariba. It is aware of user roles and authorizations. It does not suggest or execute actions outside a user’s permitted scope. In other words, it works within existing SAP security boundaries. 2️⃣ Second: Responses are grounded in enterprise sources. Joule uses a retrieval approach to reference: ↳ SAP-delivered knowledge ↳ Customer documents ↳ Business data This reduces dependency on open-internet patterns and keeps answers tied to system context and controlled data sources. 3️⃣ Third: It can trigger actions. Joule is not limited to answering questions. Depending on the scenario, it can: ↳ Navigate to the relevant application ↳ Pre-fill or initiate workflows ↳ Execute backend-supported actions All of this is evaluated before an LLM generates a response. Behind each request, SAP checks: ↳ What scenarios are enabled ↳ What knowledge sources are allowed ↳ What the specific user is authorized to do Only after those validations does the language model generate output. That is why SAP is positioning Joule as a platform capability rather than a standalone feature. If you work with SAP systems and want clarity on: ↳ What Joule actually is ↳ How the architecture works at a high level ↳ Where it differs from general AI tools We’ve broken it down in detail in our latest blog. Link in comments 👇 P.S. If this topic is relevant to your work, you can subscribe to the free SAP AI Newsletter here: zequance.ai/news
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostet✨ The Hidden Opportunity in Moving to Sales and Service Cloud V2 Most organizations describe the move to SAP Sales and Service Cloud V2 as an upgrade. Technically speaking, that is not wrong. But it misses the most interesting part of the story. Because what looks like a platform upgrade often becomes something much closer to a reset. And that reset exposes a pattern that exists in almost every CRM landscape. 🧩 How CRM Systems Become Heavy Over Time - Workflows are added to solve small issues - Custom fields appear to support temporary needs - Processes evolve around limitations that no longer exist - Architecture slowly drifts away from the original design None of these decisions are wrong when they are made; each one solves a real problem in the moment. But years later, the system becomes heavier, slower, and less aligned with the people who use it. 🔁 Why V2 Becomes a Reset, Not an Upgrade A migration forces organizations to revisit the structure of their CRM landscape: - Not every workflow needs to be rebuilt - Not every customization needs to survive - Not every process deserves a second life The organizations that get the most value from V2 approach the migration differently. Instead of asking: “How do we rebuild what we have today?” They ask the more uncomfortable question: “If we designed our CRM today, would we build it the same way?” ✨ What That Question Unlocks - Simpler workflows that remove the click‑tax of the past - Less process friction through native AI and automated playbooks - A system that once again supports the people who use it every day In that sense, the real upgrade is not the platform itself. It is the opportunity to simplify the system. ❓ The Question Behind Every V2 Project Are you migrating your CRM into a new platform… or are you finally redesigning it? #CXFridays #SAPCX #SalesCloudV2 #ServiceCloudV2 #EnterpriseArchitecture #CleanCore #BusinessAI #CRMTransformation #TheValueChain #AI #DiscoverySessions #WeAreTheValueChain
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Markus Kufner hat dies repostetWe talk a lot about sales productivity, but the real barrier is often the invisible cognitive load we place on teams. Disconnected CRM, travel, and expense systems force constant context switching - and sellers end up spending more time managing logistics than engaging customers. The duplicated entry across these tools is just one example of how attention gets pulled away from where it matters most. Super excited about the new SAP Sales Cloud and SAP Concur integration powered by Joule because it tackles this directly. A unified AI layer connects workflows and data across the SAP suite so sellers do not need to jump between systems. Sales, travel, and expenses work together instead of in parallel - reducing manual effort, improving visibility, and strengthening compliance. This is meaningful simplification at scale: a unified SAP experience that keeps customer‑facing teams focused on customers, not systems.Markus Kufner hat dies repostetCRM. Travel booking. Expense reporting. Why are sales teams still entering the same information three times? 🤯 SAP is introducing a new SAP Sales Cloud and SAP Concur integration powered by Joule that connects sales visits with travel and expenses reducing manual entry and giving reps more time to focus on customers. Learn more about how you can save more time to focus on what matters most. 👉🏻 https://sap.to/6044B6pgWu
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostetSecond Edition of 2026: 𝐏𝐚𝐫𝐭𝐧𝐞𝐫 𝐍𝐞𝐰𝐬 𝐒𝐀𝐏 𝐂𝐗 𝐟𝐨𝐫 𝐌𝐄𝐄 02/2026 #SAPPartner #CX #MEE #HeartworCX #SAProCX ⚓ Topics include: ‼️FINAL CALL: SAP CX Partner Innovation & Field Engagement Day MEE | Mar. 4, 2026 St. Leon-Rot ‼️FINAL CALL: SAP Enterprise Service Management (ESM) & CRM on Premise MOVE Partner Workshop | Mar. 5, 2026 St. Leon-Rot 🤝SAP Market Unit Partner Kick-Offs | CH & CEE 🎇 Release: SAP Engagement Cloud 🔦Enterprise Service Management Enablement for SAP Partners | 3-part enablement series | March 17th, 2026 DIGITAL ⭐Agentic Commerce: AI is reshaping how we shop — here's how brands can keep up 🥇7 years in a row! 7x LEADER in Gartner MQ for Personalization Engines – surpassing market leaders and stand-alone solutions ✅SAPCX at OMR in full swing 🏄♂️ SAP CX Marketing & Sales Assets 👩🎓 SAP CX Partner Enablements 📢 Happy reading and spread the word! In case of questions- reach out! #PES Frank Strack, Susanne Diehm, Alexander Michnov, Liz Pekmezi, Nicoleta Fedorovici, Manish Gordhan, Hans Uebe, Dr. Ramin Shariatmadari #MEECX Julia Knutti, Christian Blattgerste, Olga Jilibert, Ralph van Uden, Thomas Ofenloch, Tim Holm, Jana Spark, Caroline Böttcher, Henrik Thiel, Philipp Heitland, Alexandru Jijian, Markus Kufner, Jakob Goik, Carsten Obermeier, René Meier, Mirko Fellner #GlobalCX Alex Timlin, Suzanne Krpata, Nithyanandan Shanmugam, Payal Hindocha, Patricia Krall #CXPartnerTeam Karin Fellhauer, Tim Weber, Frank Ulmerich, Moritz Schäufele, Vickram Hammes, Alexander Grams, Gloria Reimann
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostetAt SAP the most adopted #AI and #agentic use cases are from the #customerexperience solution area. We'll get to our annual customer conference with hundreds of thousands of users interacting with SAP #CX solutions through #voice, natural language and #agents reducing the need to ever log into the application for all but specialist or complex tasks in #quote, #order, #pricing, #customermanagement and #casemanagement But why? Because when you're dealing with customers logging into different systems to find that one big of information takes value away, it doesn't add value. In #fieldsales and #salesforceautomation #crm demos on desktops just don't help teams who visit customers - they live on cars, trains and planes (I've been on 10 planes 🛩️ already in January) and they need a mobile first, voice first #userexperience #UX. One of the fastest growing partnerships I've ever seen at #SAP is with the amazing team at Donna - their Sales Assistant and platform have helped SAP #sales #cloud be truly screenless. Why does that matter? Adoption is through the roof with our mutual customers. Make it easy to use the system and more people will use the system. More people getting value from the system means more #data gets entered into the system - and as you'll see below, not just more data, BETTER DATA. Better data means better analytics, better decisions, less friction, more sales and more profits. Amazing work Nicolas Christiaen and Sukerti Van Schoorisse and team and really appreciate the support and vision of our amazing product and adoption teams under Sanjeet Mall, Sebastine Augustine, Anthony Leaper and Simon Dechent. Find our more here: https://lnkd.in/e3Hm_c_B
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostet#DSAGHT26 - 30 Wochen bis zum Start 🚀 #DSAGHT ➡️ Retail und CX united 💪 Wie letzte Woche angekündigt, ist die Tasche 🛍️ jetzt unterwegs. Danke schon mal an Patrick Pierron & Sebastian Schmitz für die ersten Impressionen der letzten Woche. Und hier geht noch was, oder Christian Liese Alexander Angerhausen Martina Püschel Volker Beckefeld René Ott Meine Tasche hielt letzte Woche in #Berlin an und lud zum Gruppenfoto ein. Davor gab es ein #Retail und #Wholesale Update für unsere #CX Teams - ein sehr guter Austausch, so habe ich es wahr genommen 😁 Und was in #Berlin begann, können wir gerne im ganzen Jahr und darüberhaus fortsetzen - natürlich auch auf den weiteren Veranstaltungen in 2026 - von #OMR bis DSAG-Handelstage und darüber hinaus. Vielleicht gibt es dort ja auch Taschen, Philipp Heitland & Patricia Merlino? Zusammenfassend: One Team 💪 oder was meint ihr, Sarah Schmidt Tim Holm Julia Knutti Herzlichen Dank für die Einladung, stellvertretend an Philipp Heitland Carsten Obermeier Yurdanur Marangoz-Yesilirmak Christian Blattgerste Kai-Tat Man Susanne Lenz Deutschsprachige SAP-Anwendergruppe e.V. (DSAG) #retail #omnichannel #ecommerce
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Markus Kufner hat dies repostetMarkus Kufner hat dies repostetWhy We’re Building the Next Generation of CX Architects Last week we completed Session 3 of our CX Solution Architect Track and as we move into a new week, I keep coming back to why this investment matters. The shift from V1 to V2 is not a technical upgrade. It’s a redesign moment. AI‑readiness is not about adding intelligence on top. It’s about rethinking processes, data flows and business execution end‑to‑end. And CX is no longer a standalone discipline. It sits right in the middle of ERP, data, automation and customer‑facing processes. That’s why capability building matters, for SAP, for partners, and for customers. We need architects who can challenge assumptions, connect the dots across products, and guide organisations through the next wave of transformation. Great to see our team growing into that role. #Architecture #Transformation #CXLeadership #SAPCX #WeAreTheValueChain
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Markus Kufner gefällt dasMarkus Kufner gefällt dasNew job opening hiring posting - in the amazing expert team of 𝗦𝗔𝗣 𝗖𝗫, 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗔𝗱𝘃𝗶𝘀𝗼𝗿𝘆 led by John Chiavelli. This new career opportunity as a Solution Advisor Expert CX (Customer Experience - Commerce, Sales, Service, Marketing, AI - connected to SAP Business Suite) in 𝗦𝗔𝗣 𝗖𝗫 𝗣𝗿𝗲𝘀𝗮𝗹𝗲𝘀 is a 𝘀𝗲𝗻𝗶𝗼𝗿-𝗹𝗲𝘃𝗲𝗹 𝗿𝗼𝗹𝗲 𝗳𝗼𝗿 𝗮 𝘁𝗿𝘂𝘀𝘁𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗮𝗱𝘃𝗶𝘀𝗼𝗿 to lead executive briefings, drive cloud-first innovation, and shape the future of the Customer Experience market for SAP Americas. South Market region (Atlanta or nearby): https://lnkd.in/gkV9YpDg Midwest market region (Chicago or nearby): https://lnkd.in/gmZ9hpmp Lisa Butler #NowHiring #SAPCX #Presales #CustomerExperience #CareerOpportunity #SAPJobs #SolutionAdvisor #TechCareers
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Markus Kufner gefällt dasMarkus Kufner gefällt dasToday marks my last active working day or how I called / invented (?) it LAW — and the beginning of a new chapter as I transition into the passive phase of my partial retirement (Altersteilzeit). Looking back, it’s been an incredible journey that started in 1992. Over the decades, I’ve had the privilege to work across Sales, Business Development, and Partner Management, contributing to and learning from some of the most dynamic environments in the industry. From my first steps in Computer based Training (SAP R/2) to Oracle and afterwards bringing RealNetworks and “streaming video” to Germany followed by time in Online Marketing with Microsoft and Adobe levelling them to the next level, I have now spending more than nine rewarding years at SAP, each step has shaped me both professionally and personally. What I will value most are the people — colleagues, partners, customers — who challenged, supported, and inspired me along the way. Together, we built ideas, businesses, and lasting connections. As I step back from day-to-day operations, I do so with gratitude, pride, and a sense of fulfillment. At he same time, I’m looking forward to what lies ahead: more time for reflection, new perspectives, and perhaps a few new adventures beyond the corporate world. Thank you to everyone who has been part of this journey. All the best, Tim
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Markus Kufner gefällt dasMarkus Kufner gefällt dasWhen sales and service team up with AI, something remarkable happens. See it for yourself during the upcoming SAP Sales and Service Cloud Innovation Spotlight on April 15. Register here: https://bit.ly/4lOM0Yz #SAPGetSocial
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Markus Kufner gefällt dasMarkus Kufner gefällt dasAnyone, who works with SAP for a long time, knows that how bad(or rather terrible) SAP is with their documentation or its online help content for the new product offerings like SAP Sales & Service Cloud version 2(aka C4C V2). I still recall in the initial days of C4C V2 there was a "developer" documentation appearing on the public help document with 6 bullet points to setup MS teams integration 😉. This lack of business friendly documentation or content makes the things even trickier, when you want to present the solution to your customers/businesses for the use case of transforming their legacy CRM to modern C4C V2. However, SAP is now seems to be taking some baby steps. As part of that, SAP has now released a business friendly "usability playbook" which exactly highlight the usability improvements of C4C V2 Online version can also be found here: https://lnkd.in/ecVn97wX Well done SAP and C4C V2 product management team at SAP Customer Experience. It will certainly help consultants to pitch the solution in the right direction and helps businesses to understand the value which C4C V2 brings on the table. #sap #salescloud #servicecloud #c4cv2 #c4c
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Markus Kufner gefällt dasMarkus Kufner gefällt das"Von Beats zu Bytes: Smudo inspiriert auf SAP Event Connect Days in Düsseldorf! Inspirierender erster Eindruck vom SAP-Event im Böhler Areal! Im Mittelpunkt standen spannende Themen wie KI-gestützte Software-Entwicklung, vernetzte Prozesse und der immense Mehrwert von Daten. 🎤 Ein besonderes Highlight war Sänger Smudo, der nicht nur mit seiner Musik beeindruckt, sondern auch als großartiger Speaker zu KI und Daten begeistert hat. Seine Perspektiven haben gezeigt, wie Kreativität und Technologie Hand in Hand gehen können. Mohamed Abdel HadiDirk HäußermannJan BungertAlexander KlaegerThomas DuschekMartin GutherShirin Kupfernagel (Fuchs)Tobias HeiligSven-Hendrik Manegold-SannFlorian DeckerMaša SchmidtMelanie SchauberProf. Dr. Anne Gfrerer
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