Moving to the Cloud requires process know-how. In addition to the technical understanding of the SAP CX Suite and HANA Cloud Integration, those who want to master the customer journey really need to work on their process understanding. Unfortunately, this is often pitched like an instant coffee: Just add a spoonful of coffee powder into the cup, add hot water, and stir.

Omni-channel management, big data, and artificial intelligence: The suitcases are packed with IT solutions. But what does the customer really want? What are the expected trends for coming years? Numerous studies on future trends in consumer businesses show that purchasing behavior is changing considerably – even before COVID-19!

Each company has its own, entirely individual history with SAP. Many twists and turns in the use of SAP software have left their footprints in the system and from today's perspective cause a smile, a shake of the head or recognition. Michael Brecht explains, that every path to SAP S/4HANA is individual – the challenge is to find your own path and take it.