The Customer Experience working group Switzerland meets at Google Zürich. At the centre are two accounts from live operations — including a go-live that was halted just short of the finish. Google adds where enterprise AI in service holds up today.
Foto Europaallee: Albinfo, CC BY 4.0, Ausschnitt bearbeitet
Free of charge · binding registration, delegation possible
Two Swiss customers report from live Sales and Service Cloud projects — candidly, including what did not work.
AI-assisted development shortens the path to a first result, standardised security and backend integrations take load off IT, low latency keeps dialogue fluid. With a demo — Gemini Enterprise on SAP CX data.
More than 15 service mailboxes feed straight into SAP Service Cloud at STOBAG; every incoming email becomes a case automatically, with routing per mailbox and an automatic acknowledgement. What that brings in transparency, where the limits are, and what the ongoing V2 migration carries over. Go-live October 2026.
OPO Oeschger began the V2 rollout with high expectations and halted the go-live just short of the finish. On restarting came the central decision: not to run service as a separate ticketing system, but as part of the same customer journey as sales. What led to the halt, what the restart delivered, and where customisation remained necessary. Phase 1 live since July 2026.
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How is SAP developing its sales and service solutions further? What role do AI and new capabilities play for customer service and sales? Alongside current innovations, the session gives an outlook on the next steps — and room to exchange with the DSAG community.
Drag the point — the programme follows
Arrival and registration
Welcome and introduction to the programme
CX Agent Studio: enterprise AI for service
AI-assisted development shortens the path to a first result, standardised security and backend integrations take load off IT. With a demo: Gemini Enterprise on SAP CX data.
Inbox, not mailbox
More than 15 service mailboxes feed straight into SAP Service Cloud, every incoming email becomes a case automatically. Including the parts that get sticky, and the ongoing migration to V2.
Coffee break and networking
Election of the deputy working group spokesperson
Halted, restarted, one system
The V2 go-live was halted just short of the finish line. On restarting came the decision to run service as part of the same customer journey as sales. Phase 1 live since July 2026.
SAP Sales & Service Cloud: strategy, innovations and outlook
How SAP is developing its sales and service solutions further, what role AI and new capabilities play, and an outlook on the next steps.
Q&A, suggestions, outlook and close
Apéro and networking
The allocation of the two customer sessions to the speaking slots will be announced.
The Google site on Europaallee sits directly behind Zürich main station — arriving by train, you are there in a few minutes on foot.
The session is open to the SAP CX user community in Switzerland. What you take away depends on where you stand.
You know the tricky parts — here you hear how two other companies solved them.
What the standard covers and what it does not, before you find out in your own project.
Two complete project journeys, including the decision to halt a go-live.
Register here — we confirm your place and register you with the DSAG. Attendance is free of charge.
Apéro and networking from 17:00 — in our experience the part where the most candid conversations happen.
Registration runs through the DSAG. For organisational reasons a binding registration or cancellation is requested; delegating to another company representative is possible.
Dario Pedol — CX working group spokesperson and CEO of Spadoom AG — hosts the day and is happy to make time for a conversation on site.
