SAP and Google Cloud are teaming up to revolutionize the way businesses approach commerce, focusing on creating an agnostic platform that can handle various agents and customer interactions at enterprise scale. This move marks a significant shift away from traditional one-size-fits-all approaches and towards more tailored and effective marketing strategies.
According to SAP research, 78 percent of companies believe AI is essential for retaining customers in the next five years. However, the same data reveals that fewer than two in five businesses share customer data across multiple customer experience platforms or CRM systems (37% and 39%, respectively). This suggests a need for more seamless integration and coordination between different commerce functions.
The agnostic commerce architecture developed by SAP and Google Cloud is designed to tackle these challenges. By creating a single, unified platform that can handle various agents and customer interactions, businesses can streamline their operations, reduce costs, and improve overall customer experience. As AI becomes increasingly important for retaining customers, the potential benefits of this new approach will become even more apparent in the years to come.