Learn how Purchasing Power delivers a next-generation self-service experience to drive customer engagement with existing product content. Get insight into how the content helps customers and employees maximize your customer’s experience during the entire solution lifecycle. For more info, visit: https://www.hybris.com/

1. SAP Hybris Knowledge
Central by MindTouch
Gain Insight into Content-Driven
Customer Engagement

2. Welcome to the age of on-demand understanding.

3. MICRO-MOMENTS
“Mobile has forever changed what we expect of
brands. It's fractured the consumer journey into
hundreds of real-time, intent-driven micro-moments.
Each is a critical opportunity for brands to shape our
decisions and preferences.”
(Google)

4. of buyers turn
to search engines
first when
researching
products.
(CEB, HBR, Gartner)
of customers buy only
from vendors that
provide product
content online.
(Acquity Group)
of customers would
rather self-serve
online.
(Forrester)
33% said they would rather
”clean a toilet” than wait for
Support.
(Aspect CX Survey)
of the purchase
process is complete
before the buyer
contacts the vendor.
(CEB)
92% 72% 76% 57%
Self-Service is the Undeniable and Irreversible Shift

5. RESEARCH
TRACK
ORDER
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
POST
REVIEW
SETUP
PHONE
MAKE
PAYMENT
PHONE
DAMAGE
JOIN
GROUPS
NETWORK
ISSUE
CHANGE
ADDRESS
RESTART
SERVICE
VALIDATE
USE CASE
HOW TO
VIDEO
SALES
ENABLMENT
CONTENT
BEST
PRACTICES
FORM
FILL
TECHNICAL
VALIDATION
BUY
DEVELOP
USE CASES
POST
SALE
ONBOARD
ACCOUNT
MANAGE
TRAIN
RENEWAL
RISK
AGENT
SUPPORT
RENEWAL
EDUCATE
TECHNICAL
SALES
?
AUTHORITATIVE
CONTENT
UP
SELL
CROSS
SELL
AUTHORITATIVE
CONTENT
AUTHORITATIVE
BODY OF
CONTENT
AWARENESS
BRANDED
SEARCH
UNBRANDED
SEARCH
RETAIL
STORE
USER GUIDE
RESULTS
MQL
MARKETING
CAMPAIGNS
eCOMMERCEKNOW USER
PROFILE DATA
John
Doe
KNOW USER
PROFILE DATA
John
Doe CUSTOMER
PROFILE
FIELD
SERVICE
SELF
SERVICE
DEFECTION/
CHATBOT
CONTENT ENGAGEMENT
JOURNEY
AUTHORITATIVE
CONTENT
IoT/
CONNECTED
DEVICE