Overview
Customer service is no longer just a cost center—it’s a critical driver of revenue, loyalty, and brand differentiation. Yet, many organizations struggle to fully capitalize on their service investments due to fragmented systems and inconsistent customer experiences.
In this webinar, we’ll explore how AI-powered omnichannel service delivery—enabled by SAP CX solutions—can transform customer service into a strategic growth engine.
Discover how Service Cloud V2, FSM, S/4HANA Service, Joule for Service, and Enterprise Service Management (ESM) come together to deliver seamless, proactive, and intelligent service experiences across channels.
Key Discussion Pointers
Rethinking Customer Service as a Growth Lever
Transforming customer service from a cost center into a strategic growth driver
Consistent Omnichannel Experiences
Delivering seamless experiences across voice, chat, email, field service, and self-service
Joule for Service
Agent augmentation powered by Joule to enhance service quality and efficiency
FSM for On-Ground Efficiency
Field Service Management optimization for enhanced on-ground service delivery
AI-Powered Revenue Growth
Upsell, cross-sell, and retention strategies powered by AI to maximize customer lifetime value
Why Attend
Learn how to convert service investments into measurable revenue outcomes
Gain insights into building a truly omnichannel service ecosystem
Discover how AI can improve resolution time, agent productivity, and customer satisfaction
Understand how to integrate field service and backend systems seamlessly
Walk away with actionable strategies to elevate service into a competitive advantage
Meet the Speakers
Preeti Sharma
Head - SAP CX Adoption - India & Southeast Asia
SAP
Sidharth Bhardwaj
SAP CX Services Architect
SAP
Rituparno Mukhopadhyay
Partner and Leader - Customer Transformation
PwC India
Suresh Dhiman
Senior Manager
Mitsubishi Electric India Pvt Ltd
Webinar Agenda
Welcome & Context Setting
Get oriented with the webinar structure, meet the speakers, and hear about the key objectives for today's session.
Keynote: The Evolution of Customer Service into a Revenue Engine
Preeti Sharma, Head - SAP CX Adoption - India & Southeast Asia, SAP
Solution Deep Dive: SAP CX (Sales Cloud V2, CPQ, Joule)
Sidharth Bhardwaj, SAP CX Services Architect, SAP
PwC-SAP CX Capability Overview
Rituparno Mukhopadhyay, Partner and Leader - Customer Transformation, PwC India
Customer Story - In conversation with Mitsubishi Electric India Pvt Ltd
Rituparno Mukhopadhyay, Partner and Leader - Customer Transformation, PwC India
Suresh Dhiman , Senior Manager, Mitsubishi Electric India Pvt Ltd
Q&A
Have your questions answered by our expert panel and receive key takeaways and next steps for your organization.
Closing & Call-to-Action
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