4. SOURCE: Watermark Consulting & Forrester Research
+22.5%
-1.3%
S&P 500
-46.3%
CUSTOMER EXPERIENCE LEADERS
OUTPERFORM THE
LAGGARDS
5. BUT CUSTOMERS ARE
HARDER TO ENGAGE
THAN EVER.
DIGITALLY CONNECTED
SOCIALLY NETWORKED
BETTER INFORMED
6. brand-related conversions
happen online every day.
Source: Keller Fay Group
2.4 BILLION
of the buying process is
completed before a first
interaction with sales.
Source: Customer Executive Board
57%
of customers are willing to
pay more for a better
customer experience
Source: AMEX Global Barometer
86%
7. THE MAJORITY OF
BUSINESSES CAN’T
SUPPORT AN
OMNICHANNEL
CUSTOMER JOURNEY.
JUST 12% CAN PROVIDE
A SEAMLESS HAND-OFF
BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014
11. SHOP &
BUY
RESTART
SERVICE
SHOP &
BUY
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
CHANGE
ADDRESS
DISCOVER
NEED
REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
RESEARCH
RECEIVE
OFFER
TRACK
ORDER
BUY
RECEIVE
PACKAGE
MISSING
ITEM
POST
REVIEW
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
JOIN
GROUPS
NETWORK
ISSUE
CHANGE
ADDRESS
RESTART
SERVICE
RECEIVE
OFFER
REFER
FRIENDS
SHORT
LIST
AWARENESS
DISCOVERY
CONSIDERATION
ACTION
ACTION
ADVOCACY
ADVOCACY
CONSIDERATION
USE
INTEREST
USEYOUR CUSTOMER
CHOOSES THEIR
OWN ADVENTURE.
WEB
PRINT
DIGITAL ADS
WORD OF
MOUTH
SOCIAL
RETAIL
STORE
WEB
SHOP
REVIEWS
CONTACT
CENTER
WEB
SHOP
EMAIL
SOCIAL
RETAIL
STORE
WEB
SHOP
CONTACT
CENTER
CONTACT
CENTER
CONTACT
CENTERSOCIAL
WORD OF
MOUTH
SOCIAL
EMAIL
SEARCH
KW/ADS
WEB
SHOP
WEB
TV
BRANDED
COMMUNITY
SUPPORT
PORTAL
SUPPORT
PORTAL
RETAIL
STORE
CONTACT
CENTER
12. SHOP &
BUY
RESTART
SERVICE
SHOP &
BUY
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
CHANGE
ADDRESS
REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
ONE CUSTOMER.
15. SO, HOW DO YOU COPE
WITH ALL OF THAT
COMPLEXITY?
16. Enterprise-wide inventory visibility
Enterprise-wide customer visibility
Enterprise cross-channel analytics
A single customer interaction platform across channels
Enterprise-wide customer insights
Distributed order management
Enterprise content management
Enterprise-wide marketing/promotions platform
A mobile commerce platform Center solution
A more modern eCommerce platform
A more modern POS platform
Integration to social network tools and sites
A Call Center solution
84%
73%
68%
66%
65%
59%
58%
51%
51%
43%
41%
28%
27%
YOU FOCUS ON
CUSTOMER-
CENTRIC DIGITAL
TRANSFORMATION
PROJECTS
SOURCE: Forrester Wave Customer Service Solutions 2014
17. 2017
USD$ 37 Billion
for CRM/CEC by 2017
AND INVEST
MORE IN
CUSTOMER
ENGAGEMENT
SOFTWARE THAN
IN ANY OTHER
ENTERPRISE
SOFTWARE
CATEGORY
SOURCE: Gartner
19. WEB
CALL
CENTER
MOBILE
SOCIAL
EMAIL
@ MARKET-
PLACE DIGITAL GOODS
POS
MARKETING
CHANNELS
INTERNET OF
THINGS
CONTENT
CENTER
CONSISTENT, END-TO-END USER EXPERIENCE
ACROSS CHANNELS & DEVICES WITH ‘FIORI’ DESIGN
INDUSTRIES
SOCIAL & PREDICTIVE ANALYTICS
SALES SERVICE MARKETING COMMERCE
SAP HANA CLOUD/CUSTOMER ENGAGEMENT PLATFORM
CUSTOMER
ENGAGEMENT
ANYWHERE,
ANYTIME.