Más contenido relacionado La actualidad más candente La actualidad más candente (16) Similar a The Top Trends Shaping CX in 2019 Similar a The Top Trends Shaping CX in 2019 (20) Más de SAP Customer Experience Más de SAP Customer Experience (20) The Top Trends Shaping CX in 20192. 2INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Featuring
Kosta Triantafillou
Center of Excellence,
Marketing solution, APJ
SAP Customer Experience
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Meet the moderator
Rita Marini
Sr. Director & Head of GTM
Program, APJ & Greater China
SAP Customer Experience
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If you run a business today,
you are in the business of
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Customers expect…
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64%
of consumers are
willing to pay more for
SIMPLER
EXPERIENCES
61%
of consumers are more
likely to recommend a
brand because
IT IS SIMPLE
$86bn
Brands that don‘t
provide simple
experiences are
leaving an estimated
share of on the table
http://simplicityindex.com
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Brands who can deliver a frictionless, end-to-end,
trustworthy experience will win.
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Brands need to stay true to
their brand promise
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see online advertising as a
disruptive experience
Source: Rakuten Marketing
83%
Ads lumped in same
bucket as fake news!
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LOVE Digitised Survey
TOP 4 REASONS CUSTOMERS BREAK UP WITH BRANDS
78%
Use information
without knowledge
73%
Unresponsive
customer service
49%
Spamming
unnecessarily
60%
Makes mistakes
more than twice
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A C C O U N T A B L E
BUSINESSES
are now fully
HIDE
they can no longer
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Can you summarise CX in
2018 in three things?
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Phygital Rise of the
machine
Contextual
engagement
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KNOW THY CUSTOMER
OMNICHANNEL
PERSONALISATION
DELIVERY OPTIONS
ENGAGEMENT THE INTELLIGENT ENTERPRISE
CONTEXTUAL MARKETING
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“81% of company leaders predict they’ll
compete primarily on customer
experience in the near future, but only 22%
have claimed to create an experience that
exceeds customer expectations.”
Source: Gartner 2019
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What’s happening in 2019?
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Get interactive Age of
customer care
Engagement
agility
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Deliver with
purpose
Predict
the future
Hyper-
personalisation
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Any last advice for any
organisation who’s looking
to deliver better CX come
2019?
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Trust grows through
consistent, good, integrated experiences.
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GUARDED
to you when that trust is
C O M E B A C K
Customers will
HONORED
and