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The Future of Customer Experience
 

The Future of Customer Experience

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We spend a lot of time talking about how technology-driven innovation is defining the future of business. ...

We spend a lot of time talking about how technology-driven innovation is defining the future of business.
But how does that manifest itself in the future of customer experience? In order to paint that picture, we asked a series of thought leaders and experts what they envision for the future of customer experience. This presentation is a collection of their responses.

For more, see the Future of Customer Experience series: http://blogs.sap.com/innovation/tag/future-of-customer-experience.

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    The Future of Customer Experience The Future of Customer Experience Presentation Transcript

    • The Future of Customer Experience What is the most extreme future that you could envision for the customer experience? ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 11
    • It’s All About Context “ I envision the world around me Gurdeep Dhillon Head of Marketing Execution and Campaigns at SAP @gurdeepd Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. being aware of my demographics and psychographics, as well as the contextual information about my current state. When I walk into a store, or visit a Web site, I will have the option of making this information available so that my experience can be tailored to me. ” Public 22
    • Culture, Data, And Technology “ When businesses become more data-driven, when they adjust their culture, take advantage of some of these new tools and recognize the shift in customer behavior, you get a whole new world of business. ” Tim Minahan Chief Marketing Officer, SAP Cloud @tminahan Blog Link © 2013 SAP AG. All rights reserved. Public 3
    • Customer Delight define the “ Two wordsexperience pathway to customer improvement: engagement enhancement. This can be physical (activating more of their senses), mental (soliciting their ideas and influence), or emotional (providing peace of mind, laughter or some other positive feeling), and often a combination of the three. Viewed through this lens, there’s no end to what we can do. ” ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Steve McKee President of McKee Wallwork & Company and author of When Growth Stalls and Power Branding @SteveMckee Blog Link Public 44
    • It Comes from Insights and Actions I think that it comes to: “Does your company down my meet expectations in terms of reliability, convenience, relevan ce and responsiveness – does it make my life easier and avoid negative surprises, please?! So the most extreme future for me is to simply get it right, consistently. ” Dr. Volker Hildebrand Global Vice President of CRM at SAP Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 55
    • Marketing As The Champion “ Marketing needs to become Jonathan Becher Chief Marketing Officer at SAP @jbecher Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. a champion for the customer experience across all channels…Marketing can’t own all the customer experience channels but it can make the experience consistent through counsel rather than direct management. ” Public 66
    • It’s Both Personalized And Scalable “ Customer experiences that are custom built to individual/household/small business/corporate requirements at cost models that scale across the customer spectrum. ” Rakesh Shetty Head of Marketing for SAP Services Industries @shettray Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 77
    • It’s Seamless & Connected “ The experience will be the seamless and matching Ramesh Ramakrishnan Founder of RR Marketing Advisory @Ramesh_Ramki Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. expectations set within the social network, as if it was a shop down their street that they knew for decades. The extended Enterprise is the new Enterprise and connected business is the new corner shop. ” Public 88
    • It’s Cultural And Passionate “ Becoming truly customercentric by implementing systems that enable you to drive a C2B mentality. Consumer-to-business in a connected world of listening, deciding and then engaging in the most effective manner. ” ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Anthony Leaper Senior Vice President and Sales GM for Enterprise Social Software at SAP @ALeaper Blog Link Public 99
    • It Cuts Through The Noise “ The idea is that Jamie Anderson Global VP of CRM Marketing at SAP @collsdad Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Customers/Consumers control everything, based on their knowledge of the value of their own data. Businesses must find a way to connect with their customers through this service and with relevance to ensure that they become the ‘signal through the noise.’ ” Public 10 10
    • It’s Without Customer Service “ In a perfect world you wouldn’t need customer services. The next Neal Shact Founder and CEO of CommuniTech Services @nealshact Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. best thing is a very fast, highly intuitive process to get whatever help you need as rapidly as possible so that you can go on with whatever else you need to do. Isn’t it reasonable for a customer to be able to have a quantifiable expectation of what is going to happen when they need assistance? ” Public 11 11
    • It Should Be As Easy As Pushing A Button “ The most extreme future for experiences I see comes from the world of TV and movies like The Jetsons for example. George or Jane or Judy or even their boy Elroy could simply push a button and instantly they would have a given item. Want a pizza? No problem, push a button. Want a new bicycle? Easy, push a button. ” ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Steve Olenski Senior Creative Content Strategist at Responsys @steveolenski Blog Link Public 12 12
    • It’s Exclusively For You think that “ Iare able to just like websites follow our trails Mukesh Gupta Customer Advocacy Manager at SAP India @rmukeshgupta Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. and recognize us online and what we are looking for, the physical stores will also be able to recognize us by facial recognition and will know all about us (our likes, dislikes, affiliation, views , etc). They will then be able to create an offer that is exclusively for us. ” Public 13 13
    • It’s Efficient And Organized “ Customers really don't care how you are organized as long as it is simple and clear how you can help them to do what they need to do. When it is understood, a company will organize itself to deliver the experience in the most effective and efficient way. ” Gregory Yankelovich Product Management Strategist at Amplified Analytics @piplzchoice Blog Link © 2013 SAP AG. All rights reserved. Public 14
    • It’s Awesome and Creepy to be walking “ Companies seemawesome and the line between Jen Cohen Crompton CEO of SomethingCreative LLC @JenCoCrompton Blog Link © 2013 SAP AG. All rights reserved. creepy, meaning that some companies are taking “tracking” to an extreme level, and others are doing it just right. This really goes back to the foundation of being transparent. Customers want to know the motivation behind companies. ” Public 15
    • It’s Demand Driven “ Innovative businesses will create a better customer experience through the customization of products to the individual. ” Richard Howells Head of SAP Solution Marketing for Supply Chain @howellsrichard Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 16 16
    • It’s About Big Data and Social Collaboration “ Well, they [companies] are Daniel Newman Co-Founder and CEO of EC3, author of "The Millennial CEO" @danielnewmanuv Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. already able to read our eyes and expressions – so I see that being turned into some type of pool of big data that allow companies and brands to know what their customers really feel about their product. ” Public 17 17
    • The Product Maker Is The Practitioner “ I think you’ll see more companies moving to a paradigm in which the practitioner will become the driver and the product or solution manager become the order taker. ” Rachel Spasser Chief Marketing Officer of Ariba Blog Link © 2013 SAP AG. All rights reserved. Public 18
    • It’s Exclusively For You “ Truly, we will be living in the Social Age, because that’s all most companies will be: networks that enable us to do our things on their platforms. ” Ted Coine Co-CEO of The Human Side of Busines and SwitchandShift.com @TedCoine Blog Link © 2013 SAP AG. All rights reserved. Public 19
    • It’s Human Relationships That Matter “ Where companies and their marketing & communications are largely irrelevant for 80% of the customer decision journey – customers only touch company platforms and content when they are at the point of final decision. Oh, wait. That's now. ” Maggie Fox Senior Vice President of Digital Marketing at SAP @maggiefox Blog Link ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 20 20
    • To learn more about The Future of Customer Experience visit Business Innovation from SAP ©©2013 SAP AG. All rights reserved. 2013 SAP AG. All rights reserved. Public 21 21