By completing this course, learners will:

• Navigate the SAP CX suite and modules.

• Configure customer data and identity management.

• Automate marketing and lead management workflows.

• Build commerce and sales processes in SAP CX.

• Deliver customer support with SAP Service Cloud.

• Use AI and analytics to personalize customer journeys.

Course Syllabus

Module 1: Introduction to SAP CX

• What is SAP Customer Experience?

• Evolution from SAP C/4HANA

• CX suite overview

Module 2: Customer Data Cloud

• Identity and access management

• GDPR compliance and data privacy

• Customer data orchestration

Module 3: SAP Marketing Cloud

• Marketing automation and segmentation

• Lead generation and nurturing

• Campaign analytics and personalization

Module 4: SAP Commerce Cloud

• Omnichannel commerce overview

• Product content management

• B2B and B2C commerce scenarios

• Order orchestration

Module 5: SAP Sales Cloud

• Lead and opportunity management

• Sales forecasting and pipeline tracking

• Integration with CRM and S/4HANA

Module 6: SAP Service Cloud

• Case and ticket management

• Omnichannel service support

• Knowledge base and chatbots

• Field service management

Module 7: Analytics & AI in CX

• Customer journey analytics

• Predictive insights with AI/ML

• Experience-driven decision-making

Module 8: Integrations

• SAP S/4HANA integration

• SAP BTP and extension scenarios

• Third-party tool integrations (CRM, e-commerce, analytics)

Module 9: Real-World Projects

• Building an omnichannel customer engagement strategy

• E-commerce setup with SAP Commerce Cloud

• Marketing automation project in SAP Marketing Cloud

• Customer service workflow with SAP Service Cloud

Module 10: Best Practices & Future Trends

• Personalization at scale

• CX in digital transformation

• Future of SAP CX in AI and cloud-native systems

Learners will receive a Certificate of Completion from Uplatz, validating their expertise in SAP Customer Experience. This certification demonstrates readiness for roles in CRM, sales, marketing, commerce, and customer success.

SAP CX skills prepare learners for roles such as:

• SAP CX Consultant

• CRM Specialist

• Sales & Marketing Technologist

• E-Commerce Manager

• Customer Success Engineer

SAP CX is being adopted by retail, manufacturing, financial services, and enterprises to deliver seamless, personalized experiences—making it a highly valuable enterprise skill.

1. What is SAP CX?
A suite of SAP cloud applications for customer engagement across marketing, commerce, sales, service, and data.

2. What are the main modules of SAP CX?
Customer Data Cloud, Marketing Cloud, Commerce Cloud, Sales Cloud, and Service Cloud.

3. How does SAP CX differ from traditional CRM?
SAP CX provides a holistic, data-driven, omnichannel experience, not just customer records management.

4. What is the role of Customer Data Cloud in SAP CX?
It manages customer identities, consent, and privacy in compliance with regulations like GDPR.

5. What is SAP Marketing Cloud used for?
For marketing automation, campaign management, lead generation, and personalization.

6. How does SAP Commerce Cloud support e-commerce?
By providing B2B/B2C commerce, product content management, and order orchestration.

7. What are the benefits of SAP Sales Cloud?
Improved lead-to-cash process, sales forecasting, and CRM integration.

8. What features does SAP Service Cloud provide?
Case management, omnichannel service, chatbots, and field service operations.

9. What are the benefits of SAP CX?

• Omnichannel customer engagement

• AI-driven personalization

• Integration with SAP S/4HANA

• Cloud scalability

10. Where is SAP CX being adopted?
By enterprises in retail, finance, telecom, and manufacturing to optimize customer journeys.