What a day we had at the SAP CX Live Watch Party in Leuven! For those who couldn’t make it, or if you just want to relive the highlights, we’ve got you covered.
Let’s dive into what made this event at the historic De Hoorn brewery so special.
The Perfect Blend of History and Innovation
First off, the venue.Â
De Hoorn isn’t just any building—it’s the birthplace of Stella Artois, over a century old and oozing with brewing heritage. Celebrating the 101st anniversary of its reconstruction, De Hoorn was the ideal backdrop for our gathering.
It beautifully symbolized how tradition and innovation can come together, much like what we’re aiming for in the world of customer experience (CX).
Event Highlights
A Warm Welcome & Roundtable Magic with Industry Pioneers
After a warm welcome, we kicked things off with a dynamic panel discussion featuring:
- Geert Leeman, Global Chief Revenue Officer, CX at SAP
- John Heald, Global VP, CX Core CRM & Customer Data at SAP
- Sophie Crepin, Global Solution Champion for SAP Sales and Service Cloud at SAP
- Tony Kavadas, Chief Partner Officer at Mediafly
- Simon Depuydt, Sales & Business Development at delaware BeLux
These folks didn’t hold back!
The conversation flowed effortlessly, and explored the latest trends in AI Integration, data management, and intelligent sales, and how technology is reshaping customer relationships.
Geert’s Insights on AI Adoption
Geert emphasized that while companies should set ambitious goals for AI, they should begin with small, manageable initiatives. He underscored the critical role of clean, well-organized data as the foundation for future advancements. According to him, we’re entering an era where technology serves users—a transformative shift enhancing how we engage with customers.
Companies are eager to deploy AI step by step as they learn and build trust in the system. Think big but start small. Focus on clean data—it’s the fuel of tomorrow’s economy. Remember, AI and data go hand in hand. – Geert Leeman
He shared that SAP is uniquely positioned to bring together every customer touchpoint, breaking down silos between departments:
“For the first time, systems will help users rather than users helping systems. That’s the power of integrating all customer interactions.”
Sophie’s take on AI in customer service
Sophie underscored the necessity of initiating AI projects with precise, impactful use cases that align with business objectives. She stressed the importance of quality data and efficient processes, advocating for a gradual implementation. In her view, AI should empower people—boosting productivity and allowing them to engage in more valuable, meaningful work.
“When starting with AI, make sure you have a clear use case that solves your challenges and helps you reach your business goals. Data quality and process automation are key. Start small—crawl, walk, run. And don’t forget, AI is for people. It’s about working faster and better, enhancing jobs rather than replacing them.”
She mentioned a Belgian company that successfully implemented AI—not to cut jobs but to free up their team to focus on more meaningful tasks.
Tony Kavadas speaks about “efficiency gains”
Tony Kavadas, our very own Chief Partner Officer here at Mediafly, emphasized the importance of thoughtful investment in AI. He observed that while regions in the East are rapidly adopting AI to boost efficiency, we should be strategic in our approach. By automating suitable processes, organizations can free up their teams to tackle more critical tasks and foster better customer relationships. On his own words:
“Regions like the East are adopting AI rapidly for efficiency gains. We should definitely invest, but it’s crucial to automate processes thoughtfully. This allows teams to work on more important tasks and spend more time with customers.”
Customer Spotlight: Spadel Group
Right after the roundtable, we heard from the folks at delaware about Spadel Group, the family-owned company behind Bru and Spa mineral water brands.
Simon Depuydt shared how implementing SAP Sales Cloud has transformed their sales operations, boosting efficiency and impact. Simon shared the processes they follow at delaware and the goals they were pursuing:
“The main takeaway was really to give Spadel and their salespeople more efficiency—to make them more present at the stores so they can really see how stores are performing and improve store performance. They use the SAP Sales Cloud solution to make sure their products get sold everywhere very well.”
Time to Mingle and Connections Kindle
We took a break to enjoy some of De Hoorn’s finest—Stella Artois, specialty beers, wines, and a spread of delicious snacks. It was the perfect chance to network, exchange ideas, and maybe even make a few new friends and get ready for the SAP Customer Experience LIVE Livestream.
3, 2, 1… CX LIVE Livestream!
We tuned into the SAP Customer Experience LIVE 2024 livestream. Key takeaways included:
- Generative AI and SAP CX: How they’re teaming up to improve customer experiences.
- Integration is Key: Unlocking the full potential of SAP solutions through integrated SAP CX and SAP ERP.
- Peer Insights: Gaining valuable perspectives on AI-powered innovations and growth strategies.
You can watch the full recording here
Evening Wrap-Up
Post-event, we caught up with John Heald, who shared his enthusiasm:
“I thought it was a great event in a great location. The people, the conversations—we had a fantastic mix. The announcements made by Ritu and the team were fantastic. Customer stories were inspiring. I’m just looking forward to doing this again next year!”
We wrapped things up with more networking from. The atmosphere was electric—glasses clinking, laughter filling the air, and some business cards swapping hands as expected.
It’s moments like these that remind us of the value of coming together.
So… why this event rocked
- Live CX Innovations: We got a firsthand look at the latest tools and strategies shaping our industry.
- Expert Advice on AI: Practical tips and insights on starting or enhancing AI initiatives.
- Networking Galore: Building meaningful connections with industry peers.
- Inspiring Venue: De Hoorn added that extra touch of magic, blending our rich past with an exciting future.
Can’t Forget the Brews!
What’s a visit to De Hoorn without indulging in some stellar (pun intended) brews? Raising a glass of Stella Artois in the very place it was born was a highlight for many of us.
Looking Forward
The SAP CX Live Watch Party was more than just an event—it was a gathering of minds eager to push the boundaries of what’s possible in customer experience. With insights from leaders like Geert, Sophie, Tony, and John, we’re all better equipped to navigate the evolving landscape of AI and intelligent sales.
As Geert said:
“Systems will help users rather than users helping systems. That’s the power of bringing together all customer interactions.”
And Sophie’s reminder hits home:
“AI is for people. It’s about working faster and better, making everyone and every process better.”
Missed Out? We’ve Got You Covered
If you couldn’t join us, don’t worry! You can catch all the action by watching the full recording of SAP Customer Experience LIVE 2024.
Trust us, it’s worth it.
Regarding Mediafly, join us to the CX Live Amsterdam next November 24th, 2024. Join us if you’re in Amsterdam.
A big thank you to everyone who attended, presented, and made this event unforgettable! We’re already buzzing with ideas for next year and can’t wait to see you all again.
Comments are closed.