Your CX could be leaking money and conversions. SAP BTP can help.
Digital transformation isn’t optional—it’s expected. But for many CX leaders, this transformation is fragmented, costly, and increasingly difficult to manage.
- CX solutions operate in silos, with data scattered across front-office, back-office, and legacy systems.
- Integrations are brittle, and custom code leads to expensive upgrades and maintenance.
- Speed to market suffers due to technical complexity and lack of agility in adapting to new business models.
- AI and automation opportunities are missed because core systems aren’t designed for modern innovation.
- IT and business teams are misaligned, with a growing disconnect between what's needed and what’s possible with current architectures.
At the heart of these challenges is a simple truth: without a unified platform strategy, CX transformation is unsustainable.
Enter SAP BTP: The Foundation for Future-Ready CX
We’ve worked with global enterprises across industries, and we’ve seen this time and again—SAP Business Technology Platform (BTP) is the missing piece in the SAP CX solutions transformation puzzle.
SAP CX suite is designed to address specific stages of the customer lifecycle:
- SAP Sales Cloud – Pipeline management and guided selling
- SAP Service Cloud – Intelligent case handling and field service
- SAP Commerce Cloud – B2B/B2C commerce with personalization
- SAP Customer Data Cloud – Consent and identity at scale
- SAP Emarsys – Omnichannel marketing and engagement
But these tools only realize their full potential when they’re tightly integrated and aligned with your enterprise systems—which is where BTP steps in.
BTP acts as the glue that connects, extends, and accelerates SAP CX solutions in a clean, scalable, and intelligent way. Whether you’re starting your journey or modernizing legacy systems, SAP BTP is designed to deliver value without compromising your clean core.
SAP BTP is not a single product. It’s a suite of services designed to unify data, extend applications, integrate processes, and embed AI across SAP and third-party environments.
Key pillars include:
- Integration Suite – Seamless connectivity across on-premise and cloud systems
- Extension Suite – Low-code and pro-code tools for custom app development
- SAP HANA Cloud & Data Management – Unified access to enterprise data
- AI & Automation – Embedded ML services for next-gen decision-making
- Security & Governance – Identity management and audit readiness by design
- Data analytics: The BTP data analytics tool SAP Data Analytics can use SAP Datasphere as the data source as well as non SAP like Microsoft Power BI, Tableau, Qlik, Looker, Snowflake, and Apache Spark
Each of these pillars is engineered to support modular, upgrade-safe transformation, which is a cornerstone of modern SAP architectures.
Using BTP, organizations can incorporate high-value integrations that align with the clean core principle:
- Real-time Order Visibility: Integrate Commerce Cloud with SAP S/4HANA for live inventory, pricing, and fulfillment.
- Customer 360: Aggregate customer touchpoints from Sales, Service, and Commerce using SAP HANA Cloud and expose insights in real time.
- AI-Powered Support: Deploy AI services from BTP to automate ticket classification and next-best actions in Service Cloud.
- Hyper-Personalization: Use event mesh to sync customer behavior across Emarsys and Commerce Cloud.
These are not theoretical concepts—they’re live in production today with leading global brands.
Developing with BTP’s CAP Framework
The Cloud Application Programming (CAP) Model accelerates development of clean, scalable applications:
- Built with open standards (Node.js, Java, OData)
- Deep integration with SAP CDS, SAP Fiori, HANA and AI tools
- Ideal for microservice architectures that are deployment-ready and loosely coupled
CAP makes it easier for developers to deliver composable, domain-driven services without hardcoding logic into your ERP or CX cores.
How SAP BTP enables Real-Time CX Insights
BTP enables modern, event-driven data flows:
- SAP Event Mesh facilitates decoupled services that respond to real-time business events.
- SAP Data Intelligence collects data from cloud, on-premise, and third-party sources.
- HANA Cloud and AI Core enable insights and automation at scale.
Your CX landscape is no longer static but continuously learning, adapting, and delivering insights.
DevOps and Deployment: From Innovation to Operation
BTP is built for agile delivery at enterprise scale:
- Supports Cloud Foundry and Kyma (Kubernetes) for flexible runtimes
- Integrates with standard CI/CD pipelines for automation
- Provides monitoring, alerting, and traceability via SAP Cloud ALM and BTP Cockpit
This enables IT teams to deliver updates with zero downtime, rapid rollback, and predictable release cycles.
Benefits of SAP BTP for Customer Experience Leader
BTP isn’t just a technical platform—it’s a business enabler. Here’s what decision-makers consistently gain:
- Faster Time to Value – Rapidly deploy CX extensions and integrations
- Lower Total Cost of Ownership – Eliminate redundant customizations and simplify operations
- Future-Ready Architecture – Embrace AI, analytics, and cloud-native design
- Innovation without Disruption – Extend capabilities without touching core systems
- Secure and Compliant – Enterprise-grade governance, auditing, and access controls
Is SAP BTP the Missing Link in Your SAP CX Innovation
SAP BTP empowers business and IT leaders to deliver connected, intelligent, and scalable customer experiences—without compromising core stability.
Whether you're leading a CX program, architecting digital commerce, or evaluating your modernization roadmap, SAP BTP is the platform that glues together your vision for the future.
Trust, proven expertise, and modern architecture matter. BTP delivers all three.
Connect with our experts to explore how we can align your SAP CX investments with your business goals.
