DSAG Interview — Dario Pedol on CX Trends, SAP Sales & Service Cloud V2, and AI

DSAG’s impulsant magazine featured an interview with Dario Pedol, spokesperson of the DSAG Customer Experience (CX) Switzerland working group, ahead of the group’s meeting on 26 February 2026 in Zurich.

The interview covers three questions that matter to SAP users working on customer experience.

Fragmented Data, Rising Expectations, and AI

The biggest CX challenges right now: customer data scattered across ERP, CRM, service, and marketing systems — making it hard to see the full customer picture. At the same time, customers expect faster, more personalised service while companies face pressure to cut costs. And AI: everyone knows the potential is there, but real-world examples are still rare.

SAP Sales & Service Cloud V2 — Where It’s Heading

SAP is pushing Sales & Service Cloud V2 as the future of CRM. The focus shifts to guided selling and structured service processes. AI is built in natively — no longer just an add-on. That makes it a serious platform for modern customer service.

AI in CX — Already Working Today

AI is not just a future promise. It already handles ticket classification, email responses, automatic data capture, and translations. It supports decisions through lead scoring, next-best-action recommendations, and prioritisation. And it helps improve data quality — so decisions become faster and more customer-focused.

The full interview is available in German on DSAG impulsant.