Let's do this, team SAP CX!

Turning the page to a new chapter at SAP, today. I'm excited to join team SAP CX as Chief Marketing and Solutions Officer. Our portfolio coverage includes our Commerce, Customer Data Platform, Marketing, Sales and Service products.

This opportunity is an incredible one for a number of reasons.

First, the broader CRM industry category is long overdue for an injection of fresh innovation to support a very different customer engagement model as we emerge from the pandemic. Whether B2B or B2C, engaging, selling, transacting and fulfilling as we know it, has changed. Thanks to 3-4x return volumes, every retailer's CAC is completely out of whack. Manufacturers are now also sellers and will likely retain this new muscle. Third-party on-demand delivery is a new storefront and last-mile experience touchpoint. Brick and mortar retail now serves as return depots for online purchases. And we're wondering why it took a lockdown for us to realize that ordering toilet paper as an online subscription service is the way to go.

More on this in a subsequent post but you get my drift. The customer's experience (and delivering it profitably), requires a complete re-think.

Second, this is an incredible opportunity for SAP. In a world where logistics is now front and center, where personalization insights must be drawn and re-inform the entire demand and supply chain, and where that desired customer experience isn't at the edge but ensconces the end-to-end value chain, SAP's broad portfolio gives us a unique opportunity to deliver on post-pandemic customer expectations and our CX team is already making incredible strides in this area. I am privileged to have the opportunity to work with a great team to help elevate this category for SAP, thanks to Julia White and the SAP Executive Board. And yes, we are absolutely hiring the best in the industry to join us on this ride.

Finally, for many of you who know me know that I have flirted with CRM all my career - from being part of the OGs that helped built the Social CRM category, to building customer community products, to leading a marketplace Martech company. I can't be more fired up about bringing all those learnings to this new role and partnering with incredible team members in our marketing org, as well as Bob Stutz and Geert Leeman, my counterparts in engineering and sales.

I leave an incredible team behind in my current role as Head of Cross Product Portfolio Product and Market Strategy and a great working relationship with Philipp Herzig. Together, we accomplished a lot this past year and I remain the team's biggest cheerleader.

To close, I owe a great deal of gratitude to Thomas Saueressig for the leeway to take some big swings this past year as we helped frame the narrative for the Intelligent Enterprise and ultimately, his support of this transition and his counsel.

Pumped for what's to come. Go team SAP. ????