During the Ignite 2018 keynote, the CEOs of Adobe, Microsoft and SAP announced the Open Data Initiative to reimagine customer experience management (CXM) by enabling enterprises to make more value from their data to deliver great customer experiences in real-time.
Most companies around the world struggle to get full view of their customers as the customer data is trapped in internal and external silos. Without the data, they can’t make the right connections, infer intelligence and extract more value in real time to better serve customers. The new Open Data Initiative tries to solve this problem and with this, companies will be able to:
- Unlock and harmonize siloed data to create new value
- Bi-directionally move transactional, operational, customer or IoT data to and from the common data lake based on their preference or needs
- Create data-powered digital feedback loops for greater business impact, while also helping to enable their security and privacy compliance initiatives
- Build and adopt intelligent applications that natively understand data, relationships and metadata spanning multiple services from Adobe, SAP, Microsoft and their partners
“Adobe, Microsoft and SAP are partnering to reimagine the customer experience management category,” said Shantanu Narayen, CEO, Adobe. “Together we will give enterprises the ability to harness and action massive volumes of customer data to deliver personalized, real-time customer experiences at scale.”
“Together with Adobe and SAP we are taking a first, critical step to helping companies achieve a level of customer and business understanding that has never before been possible,” said Satya Nadella, CEO of Microsoft. “Organizations everywhere have a massive opportunity to build AI-powered digital feedback loops for predictive power, automated workflows and, ultimately, improved business outcomes.”
“Microsoft, Adobe and SAP understand the customer experience is no longer a sales management conversation,” said Bill McDermott, CEO of SAP. “CEOs are breaking down the silos of the status quo so they can get all people inside their companies focused on serving people outside their companies. With the Open Data Initiative, we will help businesses run with a true single view of the customer.”
As a start, Adobe Experience Cloud and Adobe Experience Platform, Microsoft Dynamics 365, SAP C/4HANA and S/4HANA will soon operate on this new open data model. These companies are also inviting other industry members to join this new open data initiative.