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The Top Trends Shaping CX in 2019

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From the rise of customer advocacy to ever-changing consumer expectations, 2018 has been a rollercoaster year for businesses on their journey to deliver memorable customer experiences. As the ball drops on 2019, the CX landscape will become even more complicated to navigate and win. Not only in terms of engaging your customers, but also for organisations to deliver on. With a focus on a proliferation of even more engagement channels, the era of customer care, the rise of dark social, the age of platform agility, you'll be amazed at whats in store for 2019! Join us for this virtual master class as we dive into the trends that are shaping CX for 2019 and beyond.

To find out more about the future of CX, visit us at:
https://cx.sap.com

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The Top Trends Shaping CX in 2019

  1. 1. 11 December 2018 LIVE Virtual Master Class: Top trends shaping CX in 2109
  2. 2. 2INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Featuring Kosta Triantafillou Center of Excellence, Marketing solution, APJ SAP Customer Experience
  3. 3. 3INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Meet the moderator Rita Marini Sr. Director & Head of GTM Program, APJ & Greater China SAP Customer Experience
  4. 4. Some housekeeping information before we start…
  5. 5. 5INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ If you run a business today, you are in the business of
  6. 6. 6INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  7. 7. 7INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Customers expect…
  8. 8. 8INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  9. 9. 10INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  10. 10. 11INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀhttp://simplicityindex.com
  11. 11. 12INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ 64% of consumers are willing to pay more for SIMPLER EXPERIENCES 61% of consumers are more likely to recommend a brand because IT IS SIMPLE $86bn Brands that don‘t provide simple experiences are leaving an estimated share of on the table http://simplicityindex.com
  12. 12. 13INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Brands who can deliver a frictionless, end-to-end, trustworthy experience will win.
  13. 13. 14INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Brands need to stay true to their brand promise
  14. 14. 15INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ see online advertising as a disruptive experience Source: Rakuten Marketing 83% Ads lumped in same bucket as fake news!
  15. 15. 16INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ LOVE Digitised Survey TOP 4 REASONS CUSTOMERS BREAK UP WITH BRANDS 78% Use information without knowledge 73% Unresponsive customer service 49% Spamming unnecessarily 60% Makes mistakes more than twice
  16. 16. 17INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ A C C O U N T A B L E BUSINESSES are now fully HIDE they can no longer
  17. 17. 18INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Can you summarise CX in 2018 in three things?
  18. 18. 19INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Phygital Rise of the machine Contextual engagement
  19. 19. 20INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ What else?
  20. 20. 21INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ KNOW THY CUSTOMER OMNICHANNEL PERSONALISATION DELIVERY OPTIONS ENGAGEMENT THE INTELLIGENT ENTERPRISE CONTEXTUAL MARKETING
  21. 21. 22INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ “81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds customer expectations.” Source: Gartner 2019
  22. 22. 23INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ What’s happening in 2019?
  23. 23. 24INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Get interactive Age of customer care Engagement agility
  24. 24. 25INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Deliver with purpose Predict the future Hyper- personalisation
  25. 25. 26INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Any last advice for any organisation who’s looking to deliver better CX come 2019?
  26. 26. 27INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  27. 27. 28INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Trust grows through consistent, good, integrated experiences.
  28. 28. 29INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ GUARDED to you when that trust is C O M E B A C K Customers will HONORED and
  29. 29. Contact information: Rita Marini Sr. Director & Head of GTM Marketing, APJ & GC SAP Customer Experience Rita.marini@sap.com +65 965 33 151 Thank you.

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