Deliver powerful experiences with Cognizant and SAP CX

Envision and plan the CX journey

We help your business team identify effective CX transformation strategies and business models and then jointly plan the journey through a consulting-driven approach. Detailed design thinking workshops conducted in close collaboration with business stakeholders help conceptualize and prepare the overall transformation roadmap. The desired user experience then comes to life in the form of personas and user journey maps. These are enabled through the following services:

• CX maturity assessment
• Business case for CX transformation
• CX platform evaluation
• Expansion strategy—geography/line of business
• Legacy CRM to CX transformation
• Design-thinking workshops

Accelerated build and deployment

We understand that CX transformation is a key business imperative for our clients, and these programs need to be implemented rapidly to help realize the business case and enable the business to gain the early mover advantage.

Cognizant’s SAP CX Rapid Deployment Solutions (RDS) are designed to accelerate your CX transformation journey. We have adopted a best-practice driven approach that generates the desired business outcomes efficiently and effectively, thereby magnifying the value of your investment in the SAP CX application suite. 

The CX RDS includes a rich set of plug-and-play e-business capabilities which can be coupled with pre-built industry/domain solutions to deliver digital enablement and user experience—at an enterprise scale and with an accelerated timeline. The RDS platform spans the entire lead-to-cash cycle and delivers exceptional value via the following capabilities:

• Pre-configured industry/domain solutions
• Integration with enterprise back-office systems and Qualtrics XM
• Agile and scalable B2B/B2C commerce
• Data-driven contextual marketing
• Next-gen sales enablement
• Efficient customer service management

Evolve, innovate and operate reliably

CX transformation is a journey that continues well after you have implemented the platforms and business processes. Industry disruptions coupled with innovative business models are driving changes at a rapid pace. You will achieve long-term success from your CX investment only if you are able to continue evolving and innovating your customer value proposition in an equally agile manner.

Cognizant’s CX Managed Services will manage your SAP-based CX programs and platforms, ensuring these anticipate and address evolving customer expectations. We do so with our integrated DevOps, Agile support and continuous integration/continuous deployment (CI/CD) models.

Our CX Delivery Framework is a growing repository of best practices related to DevOps, Agile and CI/CD deployment models, as well as a library of reusable code, tools and  point solutions. We ensure predictable platform operations with high availability, and help reduce time-to-market while delivering new business capabilities that broaden the reach of your CX investments.

With the CX Delivery Framework, you can:

• Accelerate your global shift
• Further enrich customer end user connections with an omnichannel environment
• Plan your SAP CX cloud strategy and migration
• Implement version upgrades and headless commerce
• Deploy multi-country rollouts

Maximize ROI with faster TTM and higher AOV

Faster go-to-market for Life sciences and Healthcare industries

Roll out to markets faster by automating localizations

Roll out to markets faster and save on costs during SAP CX Commerce rollouts by automating localizations with our Cognizant® Site Localization Tool. The tool lets you easily implement localized content message files for display on the site storefront and allows the translation business user to create and update translated content and upload it to the system—all without involving the development team.

Use voice interfaces to revolutionize shopping experiences

A new dimension in e-commerce, Cognizant® Voice Powered Shopping Assistant enables an interactive voice interface that streamlines the purchasing journey. Accessibility features assist those with visual impairments. Improved accessibility is enabled through voice-based, user-friendly commands, resembling casual conversation that makes shopping simpler for people of all age groups. The technology is device- and platform-independent so it can be easily run on Windows (desktop, mobile, tablet), Mac (desktop, mobile, tablet) and Android devices.

Make communication seamless for customers

Cognizant® Connect for WhatsApp Chatbot improves customer experiences and reduces barriers to communication by resolving frequent queries faster and conveniently using WhatsApp chat. Our seamless communication innovation addresses all order-related queries from the first product recommendation through to order delivery status, with additional insights into conversations to monitor and improve interactions. Make your customer journey smoother, intelligent and natural with 24X7 personalized recommendations for omni-channel user experiences with Cognizant Connect for WhatsApp Chatbot.

Simplify shopping with efficient multi-search

In B2B or B2C e-commerce, customers tend to place orders for several products on a given user journey, often searching products by code or keywords and adding them to their cart. Cognizant® Multi Product Search simplifies the overall search by speeding the order process and placement, enhancing the user experience and enabling swift bulk orders by providing simultaneous, seamless multi-product search by SKU or keywords. Customers can also add one or all products from their search results and switch between single and multiple searching.