[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2018\/10\/12\/top-10-thoughts-on-cx\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2018\/10\/12\/top-10-thoughts-on-cx\/","headline":"Top 10 thoughts on CX from industry leaders","name":"Top 10 thoughts on CX from industry leaders","description":"What do industry leaders have to say about the state of customer experience and the technology that fuels it in today's market?","datePublished":"2018-10-12","dateModified":"2021-08-29","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/david-kerin\/#Person","name":"David Kerin","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/david-kerin\/","identifier":309,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/ec4032d3167fe1a99580cb6642d4f56628aa960279fcd72f65dd2205f91e1fee?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ec4032d3167fe1a99580cb6642d4f56628aa960279fcd72f65dd2205f91e1fee?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2018\/10\/thumbnail-23f94156d1e0eeb54099a76a605dd297.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2018\/10\/thumbnail-23f94156d1e0eeb54099a76a605dd297.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2018\/10\/12\/top-10-thoughts-on-cx\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/intelligent-enterprise\/","name":"Intelligent Enterprise","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Intelligent_enterprise","http:\/\/www.wikidata.org\/entity\/Q6044119"]}],"wordCount":485,"keywords":["Customer Experience | CX","Customer Revolution","SAP Customer Experience","Thought Leadership"],"articleBody":"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\u201cCustomer data – it\u2019s really not our data – it\u2019s the customer\u2019s data, and you must treat it that way and protect it. More importantly, be clear about how you\u2019re using the data, and be concise about how people (customers) are benefitting.\u201d– Mike Weller, COO, Softonic\u201cSAP Customer Data Cloud helped us get over the starting line. We didn\u2019t have the expertise, we didn\u2019t 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.\u201d– Robert Dawson Scott, Head of Engagement, STV\u201cIn my 15 years as a CIO, this is the first time we\u2019ve ever been able to have the front-end customer experience fully integrated to the back end\u2026and that provides a lot of value, to customers and to the business.\u201d– Todd Thompson, CIO, doTERRA\u201cBecoming 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.\u201d– 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\u201d–\u00a0Jack Rijnenberg, Director Services & Software Operations, Markem-Imaje“Becoming a trusted source of business is a journey.”– Sonesh Shah, VP Marketing & Brand, Bosch Power Tools\u201cYou can\u2019t do today\u2019s job with yesterday\u2019s technology and still be in business tomorrow\u201d–\u00a0Raymond Bordogna, Capgemini Invent\u201cSAP Commerce really supported us to provide an integrated and cohesive customer experience no matter how or where a customer reaches out \u2013 whether online, via mobile or in store.\u201d– 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.”–\u00a0Ana Guzman, Senior Manager, Digital, TGI Friday\u2019s“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.”–\u00a0Blaine Carter, CISO, Franklin Covey  In 2023, customer loyalty dropped 13%.In 2024, it fell by 10%.Is your brand retaining \u2013 or repelling \u2013 customers? Get the data + details on how to keep consumers loyal in this REPORT. 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