Senior business leaders often ask me what new technology they should be investing in to improve their customer experience and loyalty. The short answer is…
SAP and The Wall Street Journal Present The Experience Report
Today, The Wall Street Journal launches a brand new vertical, The Experience Report, which will share news and analysis on how experiences — the interactions…
How SAP Is Using Experience Management to Make Itself Run Better
Happy employees make for happy customers. One team at SAP explains how the two are linked, as well as the role of experience and operational…
360-Degrees of Experience Management in the Insurance Industry
Leading-edge consumer brands have transformed reactive, legacy service into proactive care-focused experiences, establishing a new consumer expectation benchmark. Now, this transformation is rewriting the…
Naps, BBQs, and Family Parties in the Workplace
Alejandro Castro Ruiz was thrilled to land his first job at a U.S. Fortune 500 company immediately after college. His upward trajectory in corporate America…
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,…
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