This IDC Perspective highlights the most important takeaways from SAP Hybris' user summit held October 17–19, 2017, in Barcelona, Spain, and includes analysis of key trends, products, and road maps.
Gerry Murray, research director of IDC's Sales and Marketing Technology research, stated, "Customer experience is the new organizing principle for brands. It requires a commitment to continuity of service across all touchpoints from acquisition through support. This in turn mandates new approaches to how customer-facing functions and the systems supporting work together. Application layer performance is no longer as important as orchestration across systems throughout the customer life cycle. This design principle is at the core of SAP Hybris's engagement and commerce solutions."
Customer Experience: Sales and Marketing Technology , European Collaboration and Customer Experience , IDC Retail Insights: Worldwide Omni-Channel Customer Experience Strategies , Small and Medium Business Markets