Claim OwnershipThe Experience Revolution
Subscribed: 13Played: 209
Subscribe
© 2022 SAP SE
Description
We live in an Experience Economy and this completely changes the game for everyone; flipping businesses upside down and turning spotlights on the human experience. To avoid disruption companies need to learn how to manage experiences and as a result reimagine business models, business process and the way work is done. Discover how companies can thrive in this new economy on this podcast show. Experience matters; experience is everything.
19 Episodes
Reverse
The construction industry is seen as an essential business during this global pandemic. With construction still happening, building products are also a necessity. There is a huge impact on the way that these companies are now running and in the output of their work. In this podcast, Ursula Gruen, Global Lead of the Building Products Industry at SAP, answers how COVID-19 is affecting the building products industry.
Education is one of the many areas that has had to drastically adapt due to the Coronavirus pandemic. Students and teachers had to completely change the ways of learning in an extremely short time frame. With various restrictions such as accessibility to digital learning, difficult home environments, etc., there are many questions about how this current situation will impact students’ ability to learn. In this podcast Dr. Malcolm Woodfield, Global leader of SAP’s Education and Research Industry Practice, answers top-of-mind questions regarding the short term impact of Covid-19, mental health of students and educators, what education in the future might look like, and more.
SAP VP, Richard Primm, was posed with a seemingly impossible task: Find 500 hospital beds for a temporary hospital in New York within 30 minutes. On this episode, Richard shares how him and his team secured the beds through the power of technology and SAP’s ecosystem of partners and customers. This is just one example of how digital platforms are changing the way that companies are able to fight the Coronavirus pandemic.
The purpose of doing business has changed from the classical financial view where a company is solely driven by financial goals. Companies can’t get away with just performing CSR activities; customers are increasingly demanding that enterprises embed purpose as part of their core business. Jesper explains how companies can thrive in the future by creating purpose-led experiences, embedding purpose into their core operations to win customers and attract next-gen talent.
Guest: David Marchesseau, Vice President Value & Digital Advisory, Asia Pacific Japan We’ve talked about digital transformation for a while and businesses know they need to transform to survive, but how do we ensure successful digital transformations? David explains how everything will be experience driven in the future and that improving experiences is the reason businesses want to transform in the first place. On this episode you learn how experiences power digital transformations to ensure companies have future-proof human centric business models.
Customer expectations are increasing, setting high standards for businesses to meet in what we call the experience economy. Customers don’t expect one part of the brand experience to be great - like the product, the online experience, or the customer service - they expect the end to end experience to be top notch. This has an impact on customer loyalty to brands. Alicia Tillman, SAP global CMO, explains how companies can craft exceptional experiences to earn customers for life. She also explains SAP’s strategy around helping customers become Intelligent Enterprises in the experience economy with Experience Management.
We’ve moved from an engineering economy to an experience economy where buying behaviors have shifted from being driven by logical needs to emotional wants. In this experience economy, companies must craft experiences that evoke emotions and create long term customer loyalty. Thomas Schuette, Chief Storyteller at SAP explains how storytelling is the programming language of emotions and a critical tool companies must master to provide top notch experiences that create an emotional connection between the business and the customer.
The reality is we are swimming in data all day, every day, but the issue is that most companies don’t know how to structure it or gain the right insights. Listen to this episode where Dr. James Killian explains how companies can identify the right pieces of data, connect them in meaningful ways and execute to close experience gaps and achieve superior customer and employee experience. Only those companies will win in the future. Guest Dr. James Killian, Principal Employee Experience Strategy at Qualtrics
Customer experience in the B2B world is evolving. Historically, B2C businesses have had to factor in customer experience, unlike B2B businesses where the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product. This is top of mind for Abdul, the Customer Experience Lead at Grundfos. With more than 200,000 customer touch points every single day, Grundfos has 200,000 opportunities to get it right, or wrong. Based on this data, Grundfos started their journey towards operational change in how they measure and deliver experience.
In today’s world economy everyone is a customer and every customer is driven by experiences. Companies think too narrowly about customer experience and fail to consider the entire value chain. In this episode, Martin talks about how suppliers are a crucial part of the value chain, their direct impact on customer experience and what companies can do to optimize the customer experience by focusing on the supplier experience.
Business has traditionally not been equated with managing human experiences. Jessica Sharman explains that in our Experience Economy companies cannot only look at business from a transactional perspective. Successful companies also understand the discipline of managing human experiences in the course of doing business.
In this episode, Marty Mrugal, Global Head of Customer Success, explains how SAP Customer First is about putting the customer at the center of everything SAP does and how customer success and customer experiences are interlinked. Customers have more choices today. What differentiates brands is the perception customers have with every interaction. With the competition on experiences rather than products and services, companies need to understand the moments that matter along the customer journey. Marty also speaks about SAP’s customer engagement model and the role people, processes and technology play to provide a seamless customer experience and to help customers derive more value from SAP’s offerings.
In this episode Bob Evans, tech influencer and Creator of Cloud Wars Top 10, evaluates experience management and how it can help companies avoid disruption. Companies have to change how they look at competition; companies’ competition isn’t other companies, it’s the last experience they provided. Companies that turn a blind eye to the experiences they provide, will lose. Bob also explains how, in our experience economy, there is no front office or back office, only the customer office.
X-Data gathered on Qualtrics systems and O-Data stored on SAP systems to better understand its customers. Combining the data sets allows them to run a more efficient business. For more information on the Tetra Pak and Qualtrics read the blog here.
Tim Greulich, Deloitte Digital’s Experience Management Practice Leader explains how Digital Transformation has dehumanized business. Now that we are in the Experience Economy, companies must learn to put the ‘human’ back in business.
In this episode Divya Struebing from SAP Corporate Strategy and Josephine Monberg from the Global Experience Management Engineering team interview Eric Stine, Chief Customer Innovation Officer NA. Listen to Eric explain how companies can use Experience Management to continuously understand and evaluate what their customers want. By propagating these insights organizations will foster a responsive and adaptive culture.
Over the past couple years, the automotive industry has been disrupted and reimagined numerous times. Currently automotive is adapting to the changes brought on by the Experience Economy. But according to our guest Ellen Sasson, Industry Executive Automotive Advisor at SAP and David Mingle, VP Global Automotive Industries at Qualtrics SAP, the automotive industry has always been driven by experiences. In this episode we explore the evolution of automotive and what automotive companies must do to win in the Experience Economy. Follow Ellen on LinkedIn and David on LinkedIn.
Understanding the human experience is key to driving value in business. For companies in any industry, achieving strategic goals and driving business outcomes centers on understanding what customers, employees, and other key stakeholders want and responding in the right moment. In this episode we explore how companies can leverage experience management – by linking experience feedback to business operations to drive value. Our guest is Aditi Chhaya, the Global Head of the Experience Management Engineering team. She is passionate about the role of experience in reimagining business and ultimately in helping customers connect the dots from the Vision to Value. Follow Aditi on LinkedIn and Twitter.
In this first episode of the “The Experience Revolution” podcast we dive deeper into the Experience Economy, what experience management is and why experience matters. Our guest is Timo Elliott who is VP Global Innovation Evangelist for SAP. He has passionately shared how technology can influence organizations and presented the latest tech trends in over 58 countries. Follow Timo on LinkedIn & Twitter.
Comments
Download from Google Play
Download from App Store
United States