Top 10 thoughts on CX from industry leaders


We’ve mentioned that we are living through a period of customer revolution, and SAP is no exception.

So, at SAP Customer Experience LIVE, what did our customers and industry leaders have to say about the state of customer experience and the technology that fuels it in today’s market? 

Top 10 thoughts on CX from industry leaders

“Customer data – it’s really not our data – it’s the customer’s data, and you must treat it that way and protect it. More importantly, be clear about how you’re using the data, and be concise about how people (customers) are benefitting.” 

– Mike Weller, COO, Softonic

“SAP Customer Data Cloud helped us get over the starting line. We didn’t have the expertise, we didn’t have the knowledge about data acquisition and data storage. Once we were up and running, we were able to tailor, amend, and improve, with that original setup in the background working away, as it still does today.” 

– Robert Dawson Scott, Head of Engagement, STV

“In my 15 years as a CIO, this is the first time we’ve ever been able to have the front-end customer experience fully integrated to the back end…and that provides a lot of value, to customers and to the business.”

– Todd Thompson, CIO, doTERRA

“Becoming consumer centric really means you should start connecting with your consumer and not think for them. SAP, especially the innovation team, has exactly the right mindset and the means to make it happen.” 

– Damien Bott, Swinkels Family Brewers

“SAP Service Cloud has helped us achieve a services profitability improvement of 6% and a 60% increase in closed opportunities”

– Jack Rijnenberg, Director Services & Software Operations, Markem-Imaje 

“Becoming a trusted source of business is a journey.”

Sonesh Shah, VP Marketing & Brand, Bosch Power Tools

“You can’t do today’s job with yesterday’s technology and still be in business tomorrow”

– Raymond Bordogna, Capgemini Invent

 “SAP Commerce really supported us to provide an integrated and cohesive customer experience no matter how or where a customer reaches out – whether online, via mobile or in store.”

– Marc Worrall, General Manager Digital Services, Operations & Quality, TUI

“For us, the beginning of this was more of understanding our customer, and now we’re involving to predicting and offering what they want, when they want it.”

– Ana Guzman, Senior Manager, Digital, TGI Friday’s

“If you think of someone in your personal life or your work life that you’ve trusted, it’s so much easier to converse with them, as opposed to if you’ve been in a legal contract before. That is the lowest possible communication and trust possible, because you have to be able to vouch for and verify everything.”

– Blaine Carter, CISO, Franklin Covey

What are three big CX ideas discovered at Customer Experience LIVE? Read them here

David Kerin
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October 12, 2018
David Kerin

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