[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/21\/review-of-sap-cx-live-2020\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/21\/review-of-sap-cx-live-2020\/","headline":"The themes that resonated: A review of SAP CX LIVE","name":"The themes that resonated: A review of SAP CX LIVE","description":"Adaptability, leadership, innovation, resiliency - these were all themes that stood out at SAP Customer Experience LIVE 2020. ","datePublished":"2020-10-21","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\/review-of-SAP-CX-LIVE.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/10\/review-of-SAP-CX-LIVE.png","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/21\/review-of-sap-cx-live-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":784,"articleBody":"SAP Customer Experience LIVE 2020 was the first time SAP CX held an event completely online. Earlier, we put together a Champions Roundtable to look ahead to CX Live. We returned to our roundtable this week for reactions.Participants included:Jeannie Walters, CEO and Chief Customer Experience Investigator, Experience InvestigatorsScott Luton, Founder and CEO, Supply Chain NowDenise Lee Yohn, Brand Leadership Expert, Author, and SpeakerAnd me, leading the discussion.Making virtual engagingAre organizations beginning to figure out how to pull off virtual events and make them more engaging? If CX LIVE 2020 is any measure, it looks to be true.All of our roundtable guests found comedian Sarah Jones, the host for CX Live, to be warm and quite funny. \u201cHer personality just oozed out across the event,\u201d says Jeannie Walters. Check out a promo video she did for the event:This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowAshton Kutcher \u2013 actor and tech investor \u2013 was a hit, too. Scott Luton likes how Kutcher brings the human factor to the fore when evaluating whether or not to invest in a company. \u201cHe looks for enduring folks that create enduring happiness,\u201d say Luton. Not a bad yardstick!Denise Lee Yohn found the event platform \u201cengaging and immersive,\u201d making it possible for Sarah Jones\u2019 personality to shine through. Jones personally helped many attendees navigate the platform and get comfortable for the event. Luton also praises the search function of the platform \u2013 which helped attendees find breakout sessions and other happenings throughout the event.Resilience, opportunity, and more During #SAPCXLIVE, Ashton Kutcher mentioned two words in particular that come to mind when he thinks about our collective Covid-19 experience. He talked about resilience and opportunity.During our roundtable, I asked our guests to follow suite with their own words about the same.Here\u2019s what came to mind:Adaptability: Jeannie Walters has seen a lot of companies learning the importance of being adaptable during all the changes forced by the coronavirus in 2020. Even in the midst of the pandemic, companies are pushing through with digital transformations designed to help them meet the needs of customers no matter what they are.Leadership: Denise Lee Yohh feels like the coronavirus is separating out the great leaders from the rest of the pack. Great leadership knows how to communicate to employees and customers alike, how to set expectations, and how to follow through on initiatives that keep the customer front and center.Reality: Scott Luton thinks the coronavirus has deliver a heaping helping of reality to companies everywhere. If you\u2019ve always thought your organization to be resilient, well coronavirus has likely put you through the test. The only way to improve and remain relevant in today\u2019s altered economy is to face up to the reality of your strengths and weaknesses as a company.Innovation: As for yours truly, my word is \u201cinnovation\u201d \u2013 which I think has been quite strong throughout the pandemic. Neither is it temporary. Much of what\u2019s being perfected today will long outlive the pandemic. CX Live itself serves as an example. Hopefully, next year we return to a live event, but look for virtual capabilities \u2013 expertly executed \u2013 to play more of role for remote attendees moving forward.One company featured at SAP Customer Experience LIVE seems to inhabit all of these traits: Maui Jim sunglasses.Before the pandemic, Maui Jim had a three-year plan in place. In face of the virus, leadership at the company faced the reality that their plan no longer reflected reality. With resilience, adaptability, and commitment to innovation, Maui Jim has kept its brand relevant to customers. During CX LIVE, attendees were live- streaming accolades for the company – that\u2019s brand loyalty.Customer experience is the productMaui Jim sells sunglass \u2013 but so do many other companies. What sets Maui Jim apart is the experience customers have with the company. Maui Jim has a fan base \u2013 which was self-evident at CX LIVE.Many think that the days of differentiation based on price are numbered. Increasingly, CX matters more to customers.In the roundtable, Denise Lee Yohn adds that empowering employees to deliver these experiences is an important key to success.Luton added: \u201cWhen you start to compete on CX and make that your strategy, it’s the ultimate differentiator, because customer experience is delivered by the humans at your company and no one else has your humans.\u201dHumans make the difference. That\u2019s good news, I hope.  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":"21","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/10\/\/21\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"The themes that resonated: A review of SAP CX LIVE","item":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/21\/review-of-sap-cx-live-2020\/#breadcrumbitem"}]}]