The Expert Forum IT Excellence 2024, hosted by Sybit on February 29, 2024, offered an exclusive platform for 70 virtual attendees to exchange ideas on advanced IT solutions and their impact on customer experience. Leading experts shared insights into innovative technologies and methods to help companies effectively meet the challenges of the future.

In an era where digitalization is permeating all aspects of business, IT faces the challenge of not only keeping pace with technological developments but also laying the groundwork to exceed customer expectations.

Innovative Paths for the IT World: Ron Boes at the Expert Forum IT Excellence

Roland Boes, Director of Innovation & Portfolio at Sybit, discussed the importance of side-by-side extensions for SAP CX in addressing these challenges, presenting examples of microservices and cloud-native architectures as key success factors. He introduced "side-by-side" extensions with the SAP Business Technology Platform (SAP BTP), showcasing new ways companies can agilely and securely evolve their IT infrastructure using SAP BTP.

A central theme of his presentation was the role of technology in the development and integration of enterprise applications. Boes illustrated how SAP BTP can deliver flexibility and scalability in business processes without compromising existing systems.

Boes also addressed the challenges facing today’s IT leaders: rapid technological change, the need for organizational adaptation, and the focus on improved processes and customer experiences. He emphasized that an agile development strategy that minimizes risks is essential for quickly responding to market demands.

Through concrete real-world examples, Boes demonstrated how companies can effectively respond to dynamic market requirements by adopting side-by-side extensions. Implementing such extensions allows innovations to be integrated quickly while maintaining the integrity of core systems.

AI as an Efficiency Driver: Dirk Harzer on CX and Productivity

Dirk Harzer, PreSales CX Architect at Sybit, explored the topic of "Efficiency-as-a-Service," explaining how AI can fundamentally transform efficiency in IT operations by providing direct access to corporate data and using it intelligently.

Harzer began with everyday examples of AI usage — from autonomous driving to personalized social media feeds — and then transitioned to how these technologies can be applied in a business context. He outlined how AI helps to overcome challenges such as data access and utilization in the corporate environment.

A key theme of his presentation was the integration of AI into business systems, particularly through the SAP Business Technology Platform, to improve decision-making and process optimization. Harzer demonstrated how generative AI and AI-powered tools can boost efficiency across various business areas, from development to customer service.

Using practical examples, Harzer illustrated how companies can transform their operations and enhance employee productivity through the application of AI technologies. His vision of seamless AI integration into daily business processes, maximizing efficiency while promoting innovative solutions, was at the heart of his presentation.

Digital Transformation at J. Wagner GmbH: A Journey Through the Customer Journey

Markus Moßmann, Group Vice President of E-Commerce and Director of Infrastructure Europe at J. Wagner GmbH, provided in-depth insights into the digital transformation of customer relationship management at Wagner. The company focused on redesigning the customer journey to improve interaction with customers and increase efficiency.

Moßmann presented Wagner’s strategic approach, centered on innovation and customer-centricity. The focus was on implementing a new e-commerce platform based on SAP Commerce Cloud, which enabled the company to provide an enhanced and personalized customer experience.

However, the transformation went beyond technological upgrades, overcoming organizational challenges as well. Through agile project management and close collaboration with Sybit, Wagner implemented a scalable e-commerce solution that meets today’s demands for digital customer experiences.

Conclusion: A Forum That Inspires

The Expert Forum IT Excellence 2024 impressively demonstrated that tackling digital challenges in IT and enhancing customer experience go hand in hand. With practical examples and forward-thinking solutions, the forum provided attendees with valuable insights and inspiration to rethink and adapt their own IT strategies. The event underscored the importance of innovation, agility, and customer centricity in a rapidly changing digital landscape.

The forum also offered opportunities for exchange and networking, starting with a virtual coffee session and concluding with a final discussion, where participants could address their specific questions with the experts. In addition to the main presentations, Sybit invited attendees to deep dive sessions that covered specific topics, such as headless CMS and side-by-side extensions, in greater detail.

Sybit GmbH’s expert forums take place several times a year and are aimed at decision-makers in the areas of sales, e-business, e-commerce, service, marketing, and IT in the B2B sector. They offer a diverse mix of expert presentations, networking, and exclusive insights into the latest technologies, always focused on a specific topic in the field of customer experience. The next Expert Forum on Customer Portals & E-Commerce will take place on March 14, 2024.