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Better Together: SAP® Customer Data Cloud from Gigya and SAP Commerce Cloud

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Better Together: SAP Customer Data Cloud and SAP Commerce Cloud

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Quick Facts

SummarySAP® Customer Data Cloud solutions can infuse trusted customer data into SAP Commerce Cloud solutions, unlocking the ability to turn unknown visitors into known, loyal customers. Integrate SAP Customer Data Cloud and SAP Commerce Cloud to discover new opportunities to engage with your customers, delight them throughout their journey, and earn their trust.

Objectives • Increase the number of checkouts by registered customers

• Infuse more trust into customer relationships while addressing data privacy law compliance, including GDPR

• Honor customers’ preferences and consent to receive notifications and offers

• Understand more about your audience by progressively building unified customer profiles

• Connect with customers across devices and channels with a more consistent and relevant digital experience

Solution • Registration-as-a-service, social login, and single-sign-on features that help enable secure front doors to your digital properties

• Unified, permission-based customer profiles containing preferences, consent, and account status data

• Full lifecycle preference and consent management that builds trust while addressing data protection and consumer privacy compliance

• Centralized customer data repository for all properties, channels, and brands

Benefits • Deliver a seamless and secure customer experience at every touch point

• Build trusted relationships by personalizing all aspects of the journey using permission-based, first-party data

• Drive personalized engagements with a single, unified view of customers

• Protect the business from regulatory risk

Learn MoreFor more information, visit us online. cx.sap.com/en/products/customer-data-cloud

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

Better Together: SAP Customer Data Cloud and SAP Commerce Cloud

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SAP® Customer Data Cloud solutions helps you to:

• Reduce friction at points of entry and seamlessly engage customers across devices, channels, and regions

• Transparently collect, track, and manage preference and consent data across the entire customer lifecycle, and maintain a complete history of consent and communication preferences to address regulatory audits and customer requests for data

• Unify data into permission-based profiles for each customer, and then centrally govern and orchestrate those profiles to power trusted digital experiences

By integrating SAP Customer Data Cloud solutions into SAP Commerce Cloud solutions, you gain these key benefits:

• More-relevant product search results, merchandising, product images, banner content, and display ads

• Improved loyalty through more-accurate recommendations, permission-based offers, and personalized ancillary service provider content

• A centralized source of truth that provides a comprehensive view of your customers, including their profiles, consent settings, communications preferences, and account status

The figure shows how SAP Commerce Cloud, SAP Marketing Cloud, and SAP Customer Data Cloud work together to provide trusted, personalized shopping experiences that will separate you from the competition.

How SAP® Customer Data Cloud Enhances SAP Commerce Cloud

Receiving products Relevant offers Personalized experiences

Single unified profile

Self-service preference

center

Frictionless registration and loginSeamless checkoutPersonalized resultsContextual experience

Contextual engagement

SAP® Commerce Cloud

SAP Commerce Cloud

SAP Marketing Cloud

SAP Customer Data Cloud

FIGURE: PERSONALIZED AND TRUSTED RELATIONSHIPS IN E-COMMERCE

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

Better Together: SAP Customer Data Cloud and SAP Commerce Cloud

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Let’s take a closer look at how this integration helps you turn unknown visitors into known, loyal customers.

Frictionless OnboardingThrough the registration-as-a-service, social login, and single-sign-on functionality of SAP Customer Data Cloud, you can create onboarding screens and flows customizable for specific business cases. This helps enable you to provide customers with frictionless experiences across brands, channels, devices, and regions. You’ll also capture more high-quality, first-party data, including consent for terms of service, privacy policies, and marketing communications. At the same time, data federation along with the encryption approved by the National Institute of Standards and Technology help protect customers and your business against identity fraud and theft.

Increased Customer Trust and Reduced Regulatory Risk Due to rising consumer suspicion and strict new data protection regulations such as the General Data Protection Regulation, it’s now imperative to build transparency into your online interactions and to put customers in control of their own data.

By integrating SAP Customer Data Cloud with SAP Commerce Cloud, you’ll turn unknown visitors into loyal customers and deliver great digital shopping experiences.

SAP Customer Data Cloud solutions enable you to collect, track, and manage consumer preferences and consent settings across every brand, channel, and property. The intuitive self-service preference center gives customers control over their experiences. The benefits? The earned trust and loyalty of customers and a lowered risk of regulatory penalties.

A Centralized Source of Truth for Customer DataSAP Customer Data Cloud transforms customers’ identity, consent, preference, and account status data into unified profiles. This single source of truth for customer data can then be orchestrated in real time across customer engagement solutions and centrally governed throughout each customer’s entire lifecycle.

This makes for more effectively customized search results and recommendations based on a customer’s demographic and behavioral data. Combining e-commerce attributes such as wish list and transaction history data with the unified profile can enable deeper insights from your analytics efforts. This can drive even more relevant offers and promotions, increase your average order value, and reduce cart abandonment rates.

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

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Building Trust Through Great Shopping Experiences

Let’s take an example scenario. Michael wants to purchase a new winter coat. After reading reviews and asking friends through social media, he visits the “WeatherMasters” outerwear e-commerce Web site.

Finding a coat in a style and color he likes, Michael thinks it’s too expensive. So he creates an account using his Facebook profile credentials, adds the coat to his wish list, and signs up for WeatherMasters promotional offers. As part of this fast, easy onboarding process, Michael consents to the site’s terms of service and privacy policy.

A few days later, he is taking a lunch break when he receives an e-mail promotion for the coat on his wish list. Michael clicks the e-mail link and logs in with one click of the Facebook login feature. Just as he adds the coat to his shopping cart, his lunch break ends. Michael closes all his browser windows and returns to work.

On the back end, SAP Customer Data Cloud solutions synchronize data from Michael’s profile with SAP Commerce Cloud. With additional and updated attributes, including shopping cart data, SAP Commerce Cloud can better personalize customer engagements to increase order sizes and reduce abandonment rates.

While online later that night, Michael receives an e-mail from WeatherMasters with the subject line: “Your coat is waiting for you”. The communication reminds him about the coat in his cart and also displays a wool scarf that many other customers paired with it.

Michael clicks the link and returns to his cart. He is offered free shipping if his purchase is at least $100, as well as the recommendation for a $12 wool scarf. Since the coat is $89, he adds this additional item to his cart and finishes the purchase, pleased with his experience and now fully prepared for winter.

Learn moreWhat does SAP Customer Data Cloud add to SAP Commerce Cloud? More customer trust, deeper customer insights, and protection from regulatory risks. Visit us online cx.sap.com/customer-data-cloud to learn more.

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

© 2018 SAP SE or an SAP affi liate company. All rights reserved.

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