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.

In this episode Aditi Chhaya, Global Head of XME at SAP and Josephine Monberg XME Ambassador Lead, interview Laura Monari head of Customer Experience at Tetra Pak. Laura explains how Tetra Pak stays ahead of the pack, by utilizing 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.