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SAP Customer Experience

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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses SAP Customer Experience

"Large enterprises often turn to SAP Customer Experience when they need a structured way to manage customer relationships across sales, marketing, and service teams. It fits well within organizations already using SAP tools, since everything tends to connect more naturally. Teams can track customer interactions and manage data without juggling too many disconnected systems. That said, smaller businesses or startups may find the setup and learning curve too demanding for their current size and resources."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

SAP Customer Experience Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User RatingNot rated yet
Starting Price$58 / user
Free TrialAvailable
Free VersionNot available
APINot available
DeploymentCloud Hosted, Deployment Type
HeadquartersGermany
✎
Buyer Contribution

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Product Overview

SAP Customer Experience Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About SAP Customer Experience

SAP Customer Experience is a comprehensive customer service software designed to enhance interactions between businesses and their clients. This powerful platform provides tools for managing customer inquiries, tracking support tickets, and delivering personalized service across multiple channels. With its intuitive interface, service teams can efficiently resolve issues, ensuring customer satisfaction and loyalty. SAP Customer Experience integrates seamlessly with CRM systems, enabling organizations to leverage customer data for improved support strategies. The software also offers advanced analytics capabilities, providing insights into customer behavior and service performance. By utilizing SAP Customer Experience, businesses can foster stronger relationships with clients, streamline support processes, and enhance overall service quality. This solution is ideal for organizations looking to elevate their customer service and drive long-term engagement.
Company SAP
Founded 1999
Headquarters Germany
Employees 1000+

Support

Chat

Training

Documentation

Licensing & Deployment

Proprietary Cloud Hosted On-Premise Web-Based Windows Linux

Typical Customers

Self-Employed Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 19 languages available
Czech Danish Dutch English Finnish French German Indonesian Italian Japanese Korean Norwegian Portuguese Russian Spanish Swedish Thai Turkish Vietnamese
Industries Served 5 industries available
Airlines/Aviation Computer Software Consumer Services Hospitality Retail

Why Choose SAP Customer Experience

Problem it Solves

  • Problem it Solves Enhances Customer Engagement And Streamlines Personalized Experiences Across Channels

Target Users

  • Target Users Marketing Professionals
  • Target Users Sales Representatives
  • Target Users Customer Service Agents
  • Target Users E-commerce Managers
  • Target Users IT Administrators

Core Use Case

  • Core Use Case Enhance Customer Engagement
  • Core Use Case Streamline Sales Processes
  • Core Use Case Personalize Marketing Efforts
  • Core Use Case Optimize Customer Service
  • Core Use Case Drive E-commerce Growth

USP

  • USP Transform Customer Interactions With Seamless And Personalized Experiences

Pros

  • Pros Deep integration with SAP ERP makes data flow genuinely seamless across departments
  • Pros AI-driven insights help sales teams prioritize leads with real accuracy
  • Pros Covers the full customer lifecycle from marketing to after-sales support
  • Pros Handles enterprise-scale data volumes without noticeable performance degradation
  • Pros Omnichannel engagement tools keep customer interactions consistent across every touchpoint
  • Pros Configurable workflows adapt well to complex industry-specific business processes
  • Pros Built-in compliance features address GDPR and data privacy requirements seriously
  • Pros Trusted by large global enterprises needing long-term CRM stability and support

Cons

  • Cons Full implementation demands serious time investment and technical expertise
  • Cons Pricing structure favors large enterprises, leaving mid-sized teams stretched
  • Cons Customization depth often requires developer involvement rather than admin control
  • Cons Reporting tools feel complex for teams without dedicated SAP specialists
Editorial Buyer Guidance

Who Is SAP Customer Experience Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Enhances Customer Engagement And Streamlines Personalized Experiences Across Channels

Target Users

  • Marketing Professionals
  • Sales Representatives
  • Customer Service Agents
  • E-commerce Managers
  • IT Administrators

Core Use Cases

  • Enhance Customer Engagement
  • Streamline Sales Processes
  • Personalize Marketing Efforts
  • Optimize Customer Service
  • Drive E-commerce Growth

Unique Selling Point

Transform Customer Interactions With Seamless And Personalized Experiences

Strengths and Limitations

SAP Customer Experience Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Deep integration with SAP ERP makes data flow genuinely seamless across departments
  • AI-driven insights help sales teams prioritize leads with real accuracy
  • Covers the full customer lifecycle from marketing to after-sales support
  • Handles enterprise-scale data volumes without noticeable performance degradation
  • Omnichannel engagement tools keep customer interactions consistent across every touchpoint
  • Configurable workflows adapt well to complex industry-specific business processes
  • Built-in compliance features address GDPR and data privacy requirements seriously
  • Trusted by large global enterprises needing long-term CRM stability and support
!

Cons

  • Full implementation demands serious time investment and technical expertise
  • Pricing structure favors large enterprises, leaving mid-sized teams stretched
  • Customization depth often requires developer involvement rather than admin control
  • Reporting tools feel complex for teams without dedicated SAP specialists
Category-Based Capabilities

SAP Customer Experience Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Complaint Management Software 27 selected features Open category ↗ ⌄
Routing Multi-Channel Communication Case Management Issue Tracking Activity Dashboard Email Templates Prioritization Customer Service Analytics Forms Management Knowledge Base Management Access Controls/Permissions Feedback Management Chat/Messaging Real Time Notifications Customer Complaint Tracking Self Service Portal Social Media Integration Support Ticket Management Interaction Tracking Survey/Poll Management Email Management Alerts/Escalation Live Chat Collaboration Tools Canned Responses SLA Management Artificial Intelligence
Customer Service Software 26 selected features Open category ↗ ⌄
Performance Metrics Appointment Management Real Time Notifications Customer Segmentation Employee Management Queue Management Virtual Assistant Customer History Call Routing SMS Messaging Email Management Voice Mail Call Center Management Knowledge Base Management Multi-Channel Communication Live Chat Activity Tracking Self Service Portal Alerts/Escalation Auto-Responders Support Ticket Management Engagement Tracking Surveys & Feedback Social Media Integration Contact Management Artificial Intelligence
Campaign Management Software 28 selected features Open category ↗ ⌄
Lead Management Activity Dashboard Campaign Management Data Import/Export Campaign Segmentation Contact Database Campaign Planning Multi-Channel Marketing Channel Management Reporting & Statistics Lead Capture Campaign Scheduling Drip Campaigns Lead Generation Engagement Tracking Conversion Rate Optimization Visual Analytics Click Tracking Auto-Responders Template Management Customer Segmentation Multi-Campaign Campaign Analytics Social Media Integration Email Marketing AB Testing Content Management Artificial Intelligence
Customer Engagement Software 23 selected features Open category ↗ ⌄
Churn Management Engagement Tracking Email Management Social Media Integration CRM Multi-Language Real Time Analytics Campaign Management Content Management Event Triggered Actions Feedback Management Multi-Channel Communication Customer Database Surveys & Feedback Customer Experience Management Communication Management Live Chat Customer Segmentation Visual Analytics Customer History Customer Portal Sentiment Analysis Artificial Intelligence
Lead Management Software 29 selected features Open category ↗ ⌄
Lead Nurturing Sales Reports Social Media Integration Monitoring Pipeline Management Template Management Lead Qualification Calendar Management Sales Forecasting Lead Distribution Prospecting Tools Task Management Document Storage Lead Segmentation Reminders Email Tracking Interaction Tracking CRM Web Forms Email Marketing Lead Capture Campaign Management Contact Management Workflow Management Sales Trend Analysis Source Tracking Lead Generation Opportunity Management Artificial Intelligence
Survey Software 31 selected features Open category ↗ ⌄
URL Customization Offline Response Collection Feedback Management Template Management Email Marketing Reporting/Analytics Multi-Language Data Import/Export Real Time Data Engagement Tracking Question Piping Data Analysis Tools Activity Dashboard Customer Segmentation Question Library Survey Builder Customizable Questions Randomization Support Audio/Images/Video Site Intercept Survey Question Branching Multi-Channel Distribution Drag & Drop Social Media Integration Skip Logic Response Validation Pulse Surveys Access Controls/Permissions Visual Analytics Alerts/Notifications Artificial Intelligence
Customer Experience Software 18 selected features Open category ↗ ⌄
Surveys & Feedback Dashboard Data Visualization Text Analysis Reporting/Analytics Customer Segmentation Negative Feedback Management Engagement Tracking Real-Time Notifications Knowledge Management Customizable Templates Customizable Fields Survey/Poll Management Feedback Management Customizable Forms Multi-Channel Data Collection NPS Survey Structure Artificial Intelligence
Knowledge Base Software 17 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management Artificial Intelligence
MRM Software 11 selected features Open category ↗ ⌄
Activity Planning Content Management Brand Management Digital Asset Management Strategic Planning Approval Workflow Expense Management Marketing Calendar Budgeting/Forecasting ROI Tracking Artificial Intelligence
Personalization Software 25 selected features Open category ↗ ⌄
Recommendations Abandoned Cart Saver Account Based Marketing Content Analytics Third-Party Integrations Campaign Segmentation Customer Segmentation Engagement Tracking Behavioral Targeting Customizable Branding Experience Management Customer Profiles Behavior Tracking A/B Testing Real-Time Analytics Website Personalization Contextual Targeting Drag & Drop Reporting/Analytics Activity Dashboard Alerts/Notifications Real-Time Reporting Website Analytics Email Marketing Artificial Intelligence
Predictive Lead Scoring Software 12 selected features Open category ↗ ⌄
AI/Machine Learning Alerts/Notifications Predictive Analytics Lead Distribution Lead Qualification Data Enrichment Demographic/Firmographic Data Customizable Scoring Prioritization Process/Workflow Automation Multiple Scoring Models Artificial Intelligence
Sales Tracking Software 18 selected features Open category ↗ ⌄
Sales Pipeline Management Lead Management Reporting/Analytics Appointment Scheduling Task Management Interaction Tracking Alerts/Notifications Customizable Reports Activity Dashboard Commenting/Notes Third-Party Integrations Data Import/Export Lead Scoring Document Management Email Templates Call Logging Search/Filter Artificial Intelligence
CRM Software 30 selected features Open category ↗ ⌄
Referral Tracking Mobile Access Lead Qualification Contact Database Sales Pipeline Management Territory Management Quotes/Estimates Customizable Fields Calendar/Reminder System Marketing Automation Task Management Interaction Tracking Social Media Integration Pipeline Management Lead Capture Forecasting Contact Management Email Management Lead Generation Workflow Management Activity Dashboard Internal Chat Integration Segmentation Alerts/Notifications Document Storage Lead Management Reporting/Analytics Data Import/Export AI/Machine Learning Artificial Intelligence
IT Ticketing Systems Software 32 selected features Open category ↗ ⌄
Access Controls/Permissions Activity Dashboard Alerts/Escalation Asset Lifecycle Management Automated Responses Automated Routing Change Management Collaboration Tools Configurable Workflow Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Help Desk Management Incident Management IT Asset Management Knowledge Base Management Macros/Templated Responses Multi-Channel Communication Multi-Language Prioritization Problem Management Release Management Reporting/Analytics Self Service Portal Service Catalog Service Reporting Support Ticket Management Support Ticket Tracking Task Management Artificial Intelligence
Connected Applications

SAP Customer Experience Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 17 integrations
Pricing Information

SAP Customer Experience Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Contact Vendor
Preferred Currency USD ($)
Free Trial Available
Free Version Not available
Payment Frequency Monthly Subscription
Pricing Page ↗
Alternative Products

Top SAP Customer Experience Alternatives

Explore leading products commonly evaluated alongside SAP Customer Experience.

View All SAP Customer Experience Alternatives ↗

Oracle Cloud CX

Adobe Experience Cloud

Zendesk Suite

Klaviyo

Frequently Asked Questions

SAP Customer Experience FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

SAP Customer Experience is a comprehensive customer service software designed to enhance interactions between businesses and their clients. This powerful platform provides tools for managing customer inquiries, tracking support tickets, and delivering personalized service across multiple channels. With its intuitive interface, service teams can efficiently resolve issues, ensuring customer satisfaction and loyalty. SAP Customer Experience integrates seamlessly with CRM systems, enabling organizations to leverage customer data for improved support strategies. The software also offers advanced analytics capabilities, providing insights into customer behavior and service performance. By utilizing SAP Customer Experience, businesses can foster stronger relationships with clients, streamline support processes, and enhance overall service quality. This solution is ideal for organizations looking to elevate their customer service and drive long-term engagement.

  • No, SAP Customer Experience does not offer a free version.

  • Yes, SAP Customer Experience offers a free trial.

  • No, Credit Card details are not required for the SAP Customer Experience trial.

  • SAP Customer Experience supports the following payment frequencies:

    • Monthly Subscription

  • No, SAP Customer Experience does not offer an API.

  • SAP Customer Experience can be integrated with the following applications:

    • Salesforce Sales Cloud , SAP Sales Cloud , ServiceNow , SAP Cloud ERP (formerly SAP S/4HANA Cloud) , Mailchimp , SAP Analytics Cloud , Google Workspace , HubSpot CRM , Adobe Experience Manager , SAP Service Cloud , Microsoft Outlook , Shopify , SAP Commerce Cloud , SAP Field Service Management , Zendesk Suite , Microsoft Teams , ServiceNow , SAP Marketing Cloud , ServiceNow

  • SAP Customer Experience offers support with the following options:
    • Chat

  • SAP Customer Experience offers training with the following options:
    • Documentation

  • SAP Customer Experience supports the following languages:
    • Czech , Danish , Dutch , English , Finnish , French , German , Indonesian , Italian , Japanese , Korean , Norwegian , Portuguese , Russian , Spanish , Swedish , Thai , Turkish , Vietnamese

  • Following are the typical users of the SAP Customer Experience:
    • Self-Employed , Small-Business , Midsize-Business , Large-Enterprise-Business

  • SAP Customer Experience supports the following deployment:
    • Cloud Hosted , On-Premise

  • SAP Customer Experience supports the following devices and operating systems:
    • Web-Based , Windows , Linux
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