[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/13\/sap-customer-experience-live-october-14-15-2020\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/13\/sap-customer-experience-live-october-14-15-2020\/","headline":"What\u2019s to Come: SAP Customer Experience LIVE on October 14 & 15","name":"What\u2019s to Come: SAP Customer Experience LIVE on October 14 & 15","description":"Digital transformation, the employee experience, supply chain, real talk about business today. Join us online for #SAPCXLIVE.","datePublished":"2020-10-13","dateModified":"2021-09-24","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/dan-gingiss\/#Person","name":"Dan Gingiss","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/dan-gingiss\/","identifier":464,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/cb180289f8b8a173c3ccb48a11a32d2d45f50b77c31c1e6d69ba3febac5abc8d?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/cb180289f8b8a173c3ccb48a11a32d2d45f50b77c31c1e6d69ba3febac5abc8d?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\/2020\/10\/SAP-CX-LIVE-ftr-1-1.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/10\/SAP-CX-LIVE-ftr-1-1.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/13\/sap-customer-experience-live-october-14-15-2020\/","about":[{"@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"]}],"wordCount":799,"articleBody":"The SAP Customer Experience LIVE (CX LIVE) event is almost here. Register now. If you want a taste of what\u2019s to come, tune into the \u201cChampions Roundtable\u201d hosted by yours truly, featuring three guest speakers participating in CX LIVE:Jeannie Walters, CEO and Chief Customer Experience Investigator, Experience InvestigatorsScott Luton, Founder and CEO, Supply Chain NowDenise Lee Yohn, Brand Leadership Expert, Author, and SpeakerCX in a time of changeOne thing that you\u2019ll hear at the roundtable \u2013 and at CX LIVE \u2013 is how things have changed in the past six months. The Covid-19 pandemic has had a profound impact on how we interact and communicate with customers \u2013 and the sudden move to online ordering is only part of the story.One of the core tenets of effective CX is that all parts of the company need to work in concert to deliver and reinforce positive experiences. The good news over the last months is that companies seem to be rising to the occasion.Companies are innovatingAccording to Jeannie Walters, organizations have stepped up during the pandemic and figured out how to serve customers better in completely new ways. \u201cThis wasn’t just about creating online ordering,\u201d Walters says. \u201cThis was about understanding what customers really need.\u201dAnd because delivering what customers need is so often tied to technology, many organizations have pushed forward with digital transformation even the in the face of the pandemic. \u201cI actually have been really excited by the innovation that we’ve seen in 2020,\u201d Walters says.Supply chain is key One area of innovation has focused on supply chain \u2013 where the idea of CX had been catching on even before the pandemic.Scott Luton cites a 2019 survey by The Council of Supply Chain Management Professionals (CSCMP) in which 61% of respondents agreed with the following statement: \u201cOver the next five years, customer experience will overtake price and product as the No. 1 brand differentiator.\u201dThis illustrates the importance of the entire organization \u2013 even traditional \u201cbehind the scenes\u201d functions such as supply chain \u2013 coming together to focus on the customer.Luton cites a few areas within supply chain to make the point:Speed: Customers expect fast delivery, increasingly within just a two-hour windowOptions: Customers expect companies to offer various delivery options that require sophisticated logistics \u2013 options such as buy online, pick up in store (BOPUS)Visibility: Customers expect that they\u2019ll be able to trace their order every step of the way from the warehouse to the front doorTrust: Customers expect protection against counterfeiting (particularly important with PPE!), and to know that they can trust the provenance of whatever they\u2019ve orderedManaging expectationsThat\u2019s a lot of customer expectations to manage. According to Walters, one of the keys to success in this regard has been proactive communications.As supply chains were disrupted early in the pandemic, for example, Walters remembers companies sending out \u201cauthentically humble communications.\u201d Many companies were honest about the situations they faced and explained the path forward to resolve outstanding issues.Ultimately, these communications were not simply about managing expectations. They also served as opportunities to build relationships with customers. Such opportunities don\u2019t come along often, but companies that manage them adroitly stand to gain.The employee experience is the customer experience In the roundtable, Denise Lee Yohn emphasizes another key to successful CX \u2013 namely that the \u201cemployee experience feeds the customer experience.\u201dIf your brand is all about \u201cseamless and intuitive and tech enabled\u201d experiences, it only stands to reason that your employees should have that experience themselves. If, on the other hand, \u201ceverything you do with your employees is bureaucratic and slow and on paper,\u201d you\u2019re already playing a losing hand. As \u201cbrand representatives,\u201d your employees will be compelled to deliver positive experiences to your customers when they are empowered by similar experiences.As employees work from home during the pandemic, this dynamic is playing more of a role than ever before.Right now, enabling the remote workforce is a key success factor. Moving forward, companies that get the remote experience right will avail themselves of greater access to more talent. If your company feels comfortable and confident with a remote workforce, maybe you can expand your hiring to people who work beyond your immediate locality.#SAPCXLIVE: See you there!This blog, of course, is only a taste. There\u2019s more to consume \u00a0at the \u201cChampions Roundtable \u2013 and much more than that at the 2-day CX Live event on October 14-15.Learn about how you can serve customers better \u2013 today, in the midst of a pandemic, and tomorrow, where CX is becoming more and more important to the success of your company.  Modern business, meet revenue:\u2013 End-to-end connected data\u2013 Engage quickly with a great CX\u2013 Sell anytime, anywhereGet going TODAY."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"13","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/10\/\/13\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"What\u2019s to Come: SAP Customer Experience LIVE on October 14 & 15","item":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/13\/sap-customer-experience-live-october-14-15-2020\/#breadcrumbitem"}]}]