Deloitte and SAP work together to improve customer experience

Deloitte Digital expands its partnership with SAP to provide better customer service. Deloitte wants to link the Qualtrics software platform to its own customer experience systems and services in the short term. In this way, organisations that deal with end users should be able to offer them a better service and improve the customer experience as a whole.

The declared goal of the partnership between Deloitte Digital and SAP is to give organisations involved with end-users more possibilities, control and insights. In this way, they can significantly improve the quality of their end-to-end customer experiences. The partners use the Qualtrics Experience Management Platform for this purpose.

Meaningful connections

The platform should help companies to establish more meaningful connections with both customers and employees. This starts by collecting the right experience data. In addition, there must be a good link between the data, so that users get good insights and can take action on that basis.

John Torrey, Chief Ecosystem Officer at Qualtrics, states that by bringing together data around the work and experiences, one can help companies understand how customers feel about their brand, their products and their business operations. Deloitte Consulting’s Scott Mager adds that customers’ expectations are only increasing.

Companies need to design experiences that start with the human need and not with the customer needs. Only in this way can they make real connections that lead to greater loyalty and more growth. By working together with SAP and Qualtrics, we can more effectively and efficiently build those connections between people, systems, data and products and build more personal experiences on a large scale, says Mager.

In addition to the Qualtrics Experience Management Platform, SAP and Deloitte also use many of SAP’s own products for this partnership, including SAP C/4HANA, SAP S/4HANA and SAP SuccessFactors.