Keeping customers happy is becoming ever more critical to organisations’ survival. Cameron Beveridge, Regional Director of SAP Southern Africa, highlights how customer service can be…
Consumers Say Customer Support Is Most “Defining Moment” in Customer Experience, SAP Survey Reports
WALLDORF — Some 85 percent of consumers polled rated outstanding customer support as most important when shopping a brand, according to a survey by Qualtrics,…
Customers Who Feel Understood Shop More, Complain Less
By measuring customer experiences and understanding emotions, one Brazilian retailer is beating large competitors and maintaining brand relevance. If you’ve ever spent time in Rio,…
Top 2020 AI Trends: Why People Actually Want More Machines in the Workplace
Artificial intelligence (AI) and machine learning will soon be everywhere, and we will learn to love them for all the right reasons. That is my…
Bridging the Gap: How Retailers can Increase Agility and Operational Efficiency in a Rapidly Changing Industry
Retailers have always been at the forefront of each new wave of digital advancement, in an effort to accommodate the increase in both the number…
Creating Inspired Employees
Employees who are highly engaged are a potent lever of competitive advantage. Ensuring they have the right skills is critical, but the journey starts with…
How to Revive the Mall Experience for the Digital Generation
Shopping malls must provide better experiences to re-purpose their existence. Connecting operational data (O-data) and experience data (X-data) could do the trick. Some shopping malls…
Hasso Plattner Founders’ Award Finalist: Digital Companion for SAP Customers
SAP for Me is a new tool for customers offering everything they want to know about their product portfolio, plus added services to help improve…
Companies With Great Customer Experiences Have These 5 Things In Common
These are the common traits among companies that are winning in the modern experience economy. Unless you are one of the rare companies that don’t…
#ExperienceAdvantage: Closing the Experience Gap in the Feedback Economy
Marc Emert, customer experience consultant at SAP, unpacked what he called “the perfect intersection of experience data (the whys) and operational data (the whats) and…
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