1 The End of Business as Usual

15

1.1 Megatrends and Industries

17

1.2 Everything as a Service

19

1.3 Integrated Mobility

22

1.4 New Customer Pathways

24

1.5 Lifelong Health

27

1.6 Future of Capital and Risk

29

1.7 Sustainable Energy

32

1.8 Circular Economy

35

1.9 Resilient Supply Networks

38

2 Everything as a Service

41

A Brief History of the Services Economy

41

2.1 Business Model Evolution

43

2.2 The Trend of Servitization

44

2.3 Cost and Revenue Modeling

49

2.4 IT Shopping List

53

2.5 Organizational Turbulence

56

2.6 The Tetra Pak Story

58

2.7 New Mindsets

61

2.8 Slow and Steady

65

2.9 Everything as a Service with SAP

66

2.9.1 Contract Relationship Management

67

2.9.2 Subscription Billing, Revenue Recognition, and Partner Settlement

67

2.9.3 Digital Twins and Operational Lifecycle Management

67

2.9.4 Profitability and Risk Management

68

2.9.5 Consumables and Spare Parts Management

68

3 Integrated Mobility

71

“I’m a Traveler of Both Time and Space”

71

3.1 Not Your Dad’s Auto Industry

71

3.2 The Case for CASE

74

3.2.1 Connected Cars

74

3.2.2 Autonomous Cars

74

3.2.3 Shared Mobility

75

3.2.4 Powering E-Mobility

76

3.3 E-Mobility

80

3.4 Transportation Sharing

85

3.5 Mobility as a Service

86

3.6 Choosing Where to Live and How to Move

89

3.7 The Catena-X Story

91

3.8 Innovation Ahead

93

3.9 Integrated Mobility with SAP

94

3.9.1 Customer Centricity

94

3.9.2 Anything as a Service

95

3.9.3 Connected Products

96

3.9.4 Resilient Supply Chain and Smart Manufacturing

96

3.9.5 Sustainability and Circular Economy

97

4 New Customer Pathways

99

From the Bazaar to Amazon

99

4.1 Blurry Industry Boundaries, Crisp Customer Segmentation

100

4.2 The New Map to Reach Customers

104

4.3 Direct-to-Consumer Outreach

106

4.4 The “Re-Commerce” Opportunity

108

4.5 Improving the In-Person Experience

111

4.6 From Managing Relationships to Shaping Customer Experiences

115

4.7 The Fressnapf Story

118

4.8 Engaging with Customers on the Move

119

4.9 The Digital Commerce Journey Accelerates

122

4.10 New Customer Pathways with SAP

123

4.10.1 Customer Data Management

123

4.10.2 Commerce Management and Customer Engagement

124

4.10.3 Assortment Planning and Optimization

124

4.10.4 Omnichannel Promotion Pricing

125

4.10.5 Order Orchestration and Management

125

4.10.6 Sustainability in Customer Relationships

125

5 Lifelong Health

127

The COVID-19 Catalyst

127

Healthcare Analytics

128

Workforce Resilience

129

The Vaccine Collaboration Hub

132

Informed Citizens Fight against the Pandemic

134

5.1 The Cutting Edges in Healthcare

135

5.1.1 Personal Health Records

135

5.1.2 Artificial Intelligence

137

5.1.3 Wearable Tech and Telehealth

138

5.1.4 Genomics and Personalized Medicine

140

5.2 The Discovery Health Story

141

5.3 The Zuellig Pharma Story

146

5.4 Turbocharging Life Sciences

150

5.5 The Operating Room of the Future

154

5.6 Patient-Centric Data Network

155

5.7 Lifelong Health with SAP

158

5.7.1 Mental Health and Resilience of the Healthcare Workforce

158

5.7.2 Innovative Software-Based Medical Solutions

159

5.7.3 Supply Chain Transparency for Pharmaceuticals and Remedies

159

5.7.4 Inventory and Bed Management

160

5.7.5 Value-Based Care

160

5.7.6 Business Process Efficiency

161

6 The Future of Capital and Risk

163

Of Bear Hugs and Sushi Bonds

163

6.1 Convergence and Crosscurrents

164

6.2 Banking: A Spectrum of Customers

168

6.3 The Bank of London Story

170

6.4 Capital Markets: Giant Exchanges, Fintechs, and More

175

6.5 The Deutsche Börse Group Story

178

6.6 Insurance: Moving Way Beyond Premiums

182

6.7 The ERGO Mobility Solutions Story

184

6.8 The Future of Capital and Risk with SAP

188

6.8.1 Embedded Financial Services

188

6.8.2 Industry Convergence

189

6.8.3 Attracting Talent

189

6.8.4 Sustainable Financial Services

190

6.8.5 Finance as a Strategic Partner

191

6.8.6 Personalized Financial Services

192

7 Sustainable Energy

193

The Struggle with Finite Resources and Climate Change

193

7.1 The Heterogeneity of the Energy Sector

195

7.2 Global Energy by the Numbers

197

7.2.1 Energy Transformation and Geography

202

7.2.2 Energy Transformation and Industries

203

7.2.3 SAP’s Role in the Transition to Sustainable Energy

204

7.2.4 Decarbonizing the Energy System, One Molecule at a Time

206

7.3 Oil and Gas

210

7.4 Utilities

213

7.4.1 Solar Energy

213

7.4.2 Wind Energy

215

7.4.3 Renewable Energy and a Stable Grid

215

7.5 Hydrogen in the Energy Transition

218

7.6 The Galp Energia Story

222

7.7 The Shell Story

225

7.8 One Goal, Many Pathways to Energy Transition

228

7.9 Sustainable Energy with SAP

228

7.9.1 Sustainable Operations and Procurement

228

7.9.2 Carbon and Emissions Intelligence

229

7.9.3 Low Carbon-Intensity Fuels

230

7.9.4 Renewable Electrical Energy

230

7.9.5 Industrial Energy Management

231

7.9.6 Evolution of the Digital Retail Service Station

231

7.9.7 New Customer Engagement Models

232

8 Circular Economy

233

The Mythology of the Circle

233

8.1 Linear Societies

234

8.2 Thinking Deep and Wide about Material Flows

236

8.2.1 A Vertical Approach

236

8.2.2 Circularity for Food and Farming

237

8.2.3 Heavy Metal and Other Materials

238

8.3 Numerous Players Driving the Sustainability Shift

240

8.4 Integrated Reporting and Changing Perspectives

242

8.5 The Eastman Story

245

8.6 Circular Economy and Digital Enablers

248

8.7 Startup Ecosystems

250

8.8 From Circumnavigation to Circular Economy

251

8.9 Circular Economy with SAP

252

8.9.1 Sustainability in Transportation

252

8.9.2 Consumer Preference for Responsible Products

253

9 Resilient Supply Networks

255

“The Greatest Show on Earth”

255

9.1 Supply Chain Crises Abound

257

9.2 Supply Chain Resiliency and Digitalization

259

9.2.1 Agility

260

9.2.2 Productivity

261

9.2.3 Connectivity

262

9.2.4 Sustainability

262

9.3 The Maturing of Industry 4.0

263

9.4 The Evonik Story

267

9.5 New Supply Networks

270

9.5.1 On-Demand Warehousing

270

9.5.2 On-Demand Logistics

271

9.5.3 Warehouse Robotics

271

9.5.4 Supply Chain Visibility

271

9.6 When the Chips Are Down

272

9.7 From Farm to Fork

274

9.8 From Reactive to Resilient Supply Chains

275

9.9 Resilient Supply Networks with SAP

276

9.9.1 Supply Chain Disruptions

277

9.9.2 Visibility

277

9.9.3 Integration of Trading Partners

278

Appendices

281

A Acknowledgments

283

B The Authors

285

C Endnotes

287

C.1 The End of Business as Usual

287

C.2 Everything as a Service

287

C.3 Integrated Mobility

288

C.4 New Customer Pathways

289

C.5 Lifelong Health

290

C.6 The Future of Capital and Risk

291

C.7 Sustainable Energy

293

C.8 Circular Economy

295

C.9 Resilient Supply Networks

296

C.10 The Road Ahead

297