SAP Customer Data Cloud (CDC) plays a critical role in today’s customer experience strategies by providing robust capabilities for identity management, consent, and preference handling. It enables organizations to build trusted, privacy-compliant, and unified customer profiles that power personalized and consistent experiences across digital channels. However, to maximize its impact, SAP CDC must be configured properly to suit specific business needs and use cases.
This article outlines key steps and best practices for configuring SAP CDC tailored to various use cases within the SAP Customer Experience (SAP-CX) landscape.
SAP CDC—formerly Gigya—is a cloud-based platform that helps organizations manage:
Its core features support compliance with global privacy regulations like GDPR and CCPA while enabling rich, data-driven customer engagement.
Objective: Provide a single, consistent customer identity regardless of channel or device.
Configuration Highlights:
Objective: Collect, manage, and store customer consents to comply with privacy regulations.
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Objective: Streamline registration and login processes while ensuring security.
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Objective: Allow customers to manage their communication preferences and subscriptions.
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Objective: Use enriched customer profiles to enable targeted marketing and personalized experiences.
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Begin by mapping out the specific business goals, regulatory requirements, and customer journey stages relevant to your organization.
Customize the data model in SAP CDC to include the necessary profile attributes, consent types, and preference categories.
Use CDC’s administration console to tailor forms, validation rules, and authentication options aligned with your use cases.
Build consent frameworks and preference centers that reflect your compliance and customer communication strategies.
Connect SAP CDC with your SAP CX suite (Marketing Cloud, Commerce Cloud, Service Cloud) and other third-party systems for seamless data flow.
Perform thorough testing of workflows, consent capture, login security, and integration touchpoints to ensure a smooth customer experience.
Use CDC analytics dashboards and logs to monitor usage, consent status, and profile health. Refine configurations as needed.
Configuring SAP Customer Data Cloud effectively is essential for unlocking its full potential in managing customer identities, consents, and preferences. By tailoring SAP CDC settings to specific use cases, businesses can deliver compliant, secure, and personalized experiences that foster customer trust and loyalty.
For SAP CX professionals, mastering CDC configuration is a valuable skill that drives impactful customer engagement in a privacy-conscious digital world.