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A New CX Chief Product Officer

SAP has announced that Ritu Bhargava will be joining SAP in November as SAP Customer Experience chief product officer.

SAP CX allows companies to connect customer data with experience and operational data in a cohesive and personalised experience for their customers.

Christian Klein, CEO of SAP said: “During the last months, all businesses have been challenged with the need to reinvent the experience for their customers: to make it personalised, seamless and outstanding. Companies understand that if they are not competing on experience, they don’t stand a chance. Delivering meaningful experiences at scale has become key to stay competitive.”

Commenting on SAP’s hire of Ritu Bhargava for CX Thomas Saueressig said: “Ritu brings extensive experience in the enterprise applications and CX space, a strong market focus from both a business and an engineering perspective, and an employee-focused and customer-first mindset. I couldn’t think of a better match to strengthen our stellar CX team.”

A Senior Sales Product Executive

Previously Bhargava held various management positions over the past ten years. Until now she has been senior vice president of Salesforce Sales Cloud engineering. Her career began as an SAP developer before working at Oracle for ten years on financial applications in various roles.

Bhargava has a bachelor’s degree in economics and psychology from Lady Shriram College, Delhi University, and an MBA in finance and IT from the University of Lincolnshire, UK. She is co-chair of
West Coast Advisory Board for Asian University for Women. It is a nonprofit organisation for the promotion of women’s education and leadership development.

She is replacing Bob Stutz who is retiring after 25 years in tech. Stutz was named as one of the top 25 Marketing Technology Trailblazers by Ad Age.

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Thomas Saueressig said that Bob Stutz: “has done a tremendous job in driving our CX business forward. There is hardly another tech leader who has shaped CRM and CX in such a unique way over the past 25 years. His visibility in the tech industry and his passion for making every customer experience a great experience is unmatched. We are very happy to have had him onboard over the past few years, and I’m incredibly grateful for everything he has done for our customers and the entire ecosystem.”

Recent SAP CX Market Strategy

Coming from a position heading Salesforce’s Sales Cloud Engineering, Bhargava will bring a background of software development for a cloud-based sales suite platform for multiple browsers and devices. It is clear that this background is ideal preparation to lead SAP Customer Experience.

In 2018 SAP rebranded their Hybris division as SAP CX and the C/4HANA suite. Over the following months they rolled out a series of applications designed reinvent their CRM products, moving a from sales and accounts focus to a customer experience perspective where all interactions are relevant to context.

CX builds relationships with customers, allowing customers to control the journey and decide what data to share, leading to an enhanced customer experiences and ultimately more transactions over the course of that relationship with the business. Bob Stutz has led this process for SAP since 2019. Bhargava will be picking up the baton to further build out SAP market share in this area.

Read More: SAP Hires New S/4HANA Cloud Executive