SAP's Thomas Pfiester on AI as a Growth Accelerator | ERP Today

Big enterprise software companies have been promising that AI will fix your customer experience problems for years. SAP's latest round of executive interviews is making the same claim — AI as a "growth accelerator," customer experience as an "enterprise growth engine." The language is polished. The roadmap is their roadmap, not yours.

Here's what that actually means for you: another cycle of waiting on a vendor to build features your business needed two years ago, filtered through a consultant who charges by the hour to translate their roadmap into something resembling your workflow.

If you've already been through a major platform transition — and paid for it with six months of chaos and a team that still complains about the system — you know how this plays out. The AI features land late, half-baked, and require another implementation engagement to actually use.

The real problem isn't that AI won't help your sales and ops teams. It will, eventually. The problem is that "eventually" is doing a lot of heavy lifting when your reps are still logging calls manually and your customer data is split across three tools that don't talk to each other.

Enterprise AI announcements are built for enterprise timelines. If your business moves faster than that, you need a system built around how you actually work — not one you're waiting on a vendor to catch up to.

#CRM #SalesOps #MidMarket #CustomerExperience #CRMStrategy

Original Source

CRM and Customer Experience · Q&A: SAP's Balaji Balasubramanian on Turning Customer Experience into an Enterprise Growth Engine. Key Topics Discussed.