SAP - Using Experience Management to Drive Innovation and Growth
Common Sense Virtual Roundtable:

Using Experience Management to Drive Innovation and Growth

March 15th, 2022, 10 AM – 11 AM SGT, Successfully held

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Presented by

SAP

Here’s what we discussed:

In the Attention Economy, customers have less patience and higher expectations than ever before. Companies who have invested in optimising Product, Brand, and Customer Experience are winning the competition for customer retention and customer lifetime value. In a world where every business wants to be digital, it’s becoming harder to keep up by innovating alone.

Organizations are increasingly seeking out new ideas externally and internally in their quest to bring more integrated and intuitive products and services to market. Technology-enabled disciplines focused on listening to customers at scale and in real-time across all messaging channels are the key to Experience Management and innovation.

In this roundtable session, leaders from a select group of “unicorn” start-ups discussed how they are differentiating themselves with XM. We’ll cover questions such as:
  • What is the starting point for a successful XM initiative?
  • What functional departments are responsible for designing and implementing XM programs?
  • What key technologies are most useful for listening to the customer at scale in real-time?
  • How are companies bringing in fresh perspectives and skills from varied partners to anticipate and meet many different customers’ needs faster?
  • How are companies partnering with SAP to leverage on SAP installed base?

Solution Expert

Head of Tech Adoption (SEA and ANZ), SAP Asia
LinkedIn

Evangelist

Head of Customer Experience Strategy, Qualtrics
LinkedIn

Here is what we learned:

Bharati Amarnani, Global Customer Support Director, Coda Payments

• Bharati joined the session to learn how to retain and maintain loyal customers.
• Coda Payments is using real-time data to learn how and why its customers are connecting with them. Introducing friction is important. Also, social listening helps the company learning why customers are not happy.
• You can’t supply cookie-cutter solutions to their customers.
• They realized that their customers are young, so they wanted chatbots and social media. In other countries, customers preferred WhatsApp.
• Covid taught them to be agile, and how to practice change management.
• The CS team owns VoC, not the CX team. CS is the first point of contact.

Jerome Linder, Head of Customer Engagement, Ai Palette

• Jerome joined the session to learn best practices and common challenges.
• Whether you’re a B2B or a B2C, there are common UX issues to resolve.
• Ai Palette added a curated newsfeed to keep its customers and prospects informed of industry changes, and it helped them better understand their customer’s mindsets.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About SAP:

SAP’s strategy is to help every business run as a sustainable intelligent enterprise. As a market leader in enterprise application software, SAP helps companies of all sizes and in all industries run at their best: 87% of the world’s total global commerce touches an SAP® system.

SAP’s machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into sustainable intelligent enterprises. SAP helps give people and organisations deep business insight and fosters collaboration that helps them stay ahead of their competition.

SAP simplifies technology for companies so they can consume their software the way they want – without disruption. SAP’s end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. The company has a number of solutions to support sustainability business processes from product carbon footprint to holistic reporting and steering.

With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit www.sap.com.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

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