The New Battle Field for the Customer - AUSAPE · Alfonso Cossío –Country Manager SAP Customer Experience 6th of June, 2019 SAP Customer Experience The New Battle Field for the

Alfonso Cossío – Country Manager SAP Customer Experience

6th of June, 2019

SAP Customer Experience

The New Battle Field for the Customer

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Still today, companies are far from delivering to customer expectations

80% delivering a superior customer experience

Companies’

perspective

8% agree

Customers’

perspective

Source: BAIN, “Closing the Delivery Gap”, 2005

EXPERIENCE GAP

75% are customer centric

Companies’

perspective

30% agree

Customers’

perspective

Source: Capgemini, “The Disconnected Customer”, 2017

EXPERIENCE GAP


In today’s world – more than ever - Experience Matters

Source: PwC, “Experience is Everything”, 2018

73%of consumers point to

customer experience as a

key factor in their

purchasing decisions.

65%find a positive experience

with a brand to be more

influential than great

advertising.

When do consumers stop

interacting with a brand they love?

After one bad

experience

After several

bad experiences

32%

48%


We have entered into the Experience Economy

Engage

SellMarket Serve

Transactional Economy

Experience Economy

Customer

Experience

Management


Succeeding in the Experience Economy requires mastering Customer

Experience Management

Engage

SellMarket Serve

Transactional Economy

Experience Economy

Customer

Experience

Management

Win BackRetain

So, what do brands need to do in order to

succeed in the Experience Economy?


Customers are willing to maintain long lasting relationships with

companies that they trust

TRUST

SO HOW DID YOU

MANAGE TO GET

MY PERSONAL DATA?

Ummm, it

must have

been an error


Customers want their voice to be listened and companies to react

on their claims

TRUST

LISTEN

We are so

interested in

your feedback

I ALREADY SENT 3

EMAILS WITHOUT

RESPONSE FROM

YOUR COMPANY


Customers are expecting strong connections from their favourite

brands, providing deep engagement in return

TRUST

LISTEN

CONNECT

I

YOUR

PRODUCTS

What’s your

name, again?


Customers expect their favourite brands to be relevant for themTRUST

LISTEN

CONNECT

BE RELEVANT

We have a

fantastic

offer for you!

BUT ALL THIS

IS OUT OF MY

INTERESTS!!!

TRUST

LISTEN

CONNECT

BE RELEVANT

Service

Cloud

A best-in-breed suite to deliver the next generation Customer Experience

Creating Trusted

Relationships with Customers

• Customer identity

• Consent

• Profiling

Engaging with Customers thru

excellence in service

• Multichannel customer service

• Field service management

Marketing

Cloud

Sales

Cloud

Customer Data Cloud

Commerce

Cloud

Enabling Sales Excellence

• Sales performance management

• CPQ & Commisions

• Sales reps enablement


CX Management

Generating Engagement with

Customers

• Multichannel communication

• Targeted advertising

• Marketing Expenditure

Enabling B2B2C eCommerce

• B2B and B2C eCommerce

• Personalised offers

• Smart recommendations

Qualtrics, leading Experience

Management:

• Brand Experience

• Product Experience

• Customer Experience

But all this is not enough to succeed in

the Experience Economy


Customers expect promises to be deliveredTRUST

LISTEN

CONNECT

BE RELEVANT

DELIVER

We have a

fantastic

offer for you!

MAYBE ... BUT

THERE IS NOT

ANY STOCK LEFT


&

and SAP Customer Experience

Delivering the Next Generation CX

Bringing together the front-office and the back-office requires deep

integration capabilities, as SAP provides for its SAP solutions.


Enabling the Next Generation CX

Documents

The New Battle Field for the Customer - AUSAPE · Alfonso Cossío –Country Manager SAP Customer Experience 6th of June, 2019 SAP Customer Experience The New Battle Field for the