customer experience

Digital Commerce
Fenwick Reimagines Department Store Retail with Dynamics 365
Fenwick, an iconic British department store, partnered with Hitachi Solutions to modernise its business using Microsoft Dynamics 365 Commerce and Finance, creating a more connected digital retail experience. By integrating ecommerce, order management, customer data, and financial reporting on a single cloud platform, Fenwick now has better inventory visibility, a unified view of customers, and the agility to evolve its omnichannel offering.
Digital Commerce
END Clothing Elevates Omnichannel Retail with Dynamics 365
END Clothing partnered with Hitachi Solutions to replace legacy retail systems with a modern Microsoft Dynamics 365 platform spanning commerce, finance, and supply chain. The unified cloud solution supports omnichannel experiences across ecommerce and stores, improves stock visibility, and gives END faster, more accurate data to guide growth in luxury fashion retail.
Customer Journey to ERP
CRM and Customer Experience
SAP Is Pushing Autonomous CX Expansion with Parloa, Google Cloud, AWS Partnerships
SAP's June 15 partner brief urges its ecosystem to expedite the rollout of Autonomous CX, integrating various SAP platforms and enhanced through new partnerships with tech giants, aiming to streamline customer experience workflows and drive industry-specific solutions.
CRM and Customer Experience
ERP Today 2025 Awards: Customer Experience Moves to the Core of ERP Strategy
SugarAI won the Customer Experience Solution of the Year award for its successful transformation of Country Fare by leveraging sales data to enhance customer engagement and proactive relationship management, while Inetum was recognized as a runner-up for optimizing service delivery using AI.
SAP CX enterprise growth strategy
CRM and Customer Experience
Q&A: SAP’s Balaji Balasubramanian on Turning Customer Experience into an Enterprise Growth Engine
SAP Customer Experience (SAP CX) is evolving from a front-office focus to an enterprise growth strategy that emphasizes connected data, efficient execution, and the integration of AI to create seamless customer experiences.
Analytics and AI
The Enterprise AI Revolution Is Boring, and That Is What Makes It Work
The article advocates for 'boring AI,' which emphasizes embedding AI into back-end processes and workflows to deliver real operational value, as opposed to flashy, superficial applications that often fail to provide measurable returns.
Enterprise Architecture
How SAP Experience Centers Win Transformation
SAP's Experience Centers have transformed from showrooms to operational labs, exemplified by the fully functional S.Mart Store in Walldorf, illustrating the company's commitment to co-creating practical industry solutions with customers.
CRM and Customer Experience
5 Predictions: What Salesforce Leaders Expect from Enterprise AI Agents in 2026
At a Salesforce roundtable, executives predicted that by 2026, companies will face a clear divide based on their adoption of AI agents as operational infrastructure, leading to significant changes in voice communication, engineering delivery models, governance structures, and user experiences.
Analytics and AI
Inside the AI Shift Transforming Customer, Field Service and What it Means for ERP
The Salesforce 7th annual State of Service report reveals a rapid transformation in customer service driven by AI agents, predicting that by 2027 AI will resolve half of service cases, prompting organizations to enhance data integration and redefine service roles, ultimately positioning service as a blueprint for broader enterprise architecture change.
ERP Strategy and Planning
When Formula One Meets ERP: Oracle Red Bull Racing’s Strategic Move to the Cloud
Oracle Red Bull Racing is transforming its finance and HR operations through the Oracle Fusion Cloud Applications Suite to enhance efficiency and comply with Formula One's cost cap regulations, highlighting a broader trend among high-performance organizations toward integrating AI and comprehensive cloud solutions for operational excellence.
Customer Experience Solution of the Year Award
Got an award-winning enterprise technology story? Submit your nomination for the Customer Experience Solution of the Year Award here.
Best ERP Vendor
Got an award-winning enterprise technology story? Submit your nomination for the Customer Award for Best ERP Vendor here.
a row of orange Sainsbury's delivery trucks parked next to each other on a sunny day | Microsoft and Sainsbury's AI partnership
Automation
Sainsbury’s and Microsoft to power up customer experience with AI
Sainsbury plc and Microsoft today announced a new five-year strategic partnership to help deliver the retailer’s Next Level Sainsbury’s strategy.
image of Aberdeen, Scotland, UK | Aberdeen City Council and Microsoft
Analytics and AI
Aberdeen City Council to double query responses with Microsoft chatbot
Aberdeen City Council has launched an enhanced version of its AB-1 in Azure, to optimize and scale its chatbot.
image of a red dragon for the lunar new year
Service Management
Editor’s words: The Year of the Customer
ERP Today readers, welcome to the Year of the Customer. Our editor, Giacomo Lee, reminisces on 2023 which was the Year of the Partner.
buildings and skyscrapers in Hong Kong Miramar
CRM and Customer Experience
Hong Kong conglomerate Miramar Group transforms CX with SAP Emarsys
Miramar Group has announced it is leveraging SAP Emarsys to advance its customer experience by harmonizing customer data from business units.
image of brain, AI on purple, blue and yellow pastel background | CX Foundry
Capgemini and Salesforce enhance GenAI portfolio with new CX Foundry
Capgemini has announced its expanded collaboration with Salesforce and has enhanced its generative AI capabilities with the launch of a generative AI for CX Foundry for clients leveraging Salesforce.
Scrabble tiles that say listen more : gartner certinia customer experience
CRM and Customer Experience
Shut up and listen to your customers
Customer satisfaction broken down into three primary elements: Simplify, focus and listen!
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