learning to succeed in the digital world
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Chris Dwyer, Head of Education, SAP South East AsiaOctober 2016
Learning to Succeed in the Digital WorldPublic
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3© 2016 SAP SE or an SAP affiliate company. All rights reserved.
$1 Trillionwill be added to ASEAN GDP by 2025
DIGITAL ECONOMY IN ASEAN
$88 Billione-commerce spend per annum by 2025
Source: AT Kearney; Temasek & Google
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DIGITAL IS CONNECTING ASEAN
Source: Bain & Co; GSMA Intelligence, WeAreSocial
259 million Internet Users
234 millionSocial Media
Users
288 millionUnique Mobile
Subscribers
150 millionDigital
Consumers
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THE DIGITAL DIVIDEND FOR DELIGHTED CUSTOMERS
Source: Bain & Co, Watermark Consulting
50%more spend from referred consumers than the referring consumer
67%more spend from repeat consumers
35ppbetter stock returns for customer experience leaders
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THE 2016 SOUTHEAST ASIASAP DIGITAL EXPERIENCE REPORT
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METHODOLOGY AND SAMPLE SIZE
QUESTIONNAIRECOVERAGE
SATISFACTION WITH DIGITAL EXPERIENCE (BY INDUSTRY)SATISFACTION WITH DIGITAL EXPERIENCE FOR INDIVIDUAL COMPANIES
NET PROMOTER SCORE®
LOYALTY
x3623
9,375 DX INTERACTIONS
AND243 BRANDS RATED
RESPONDENTS COMPLETED A 15 MINUTE ONLINE SURVEY RATING
UP TO 3 INDUSTRIES EACH
Male 50%Female 50%18-24 years 16%25-29 years 11%30-34 years 11%35-39 years 11%40-44 years 10%45-49 years 9%50-54 years 8%55-59 years 7%60+ years 16% RETAIL
UTILITIES
BANKING
TELCO
MEDIA & ENTERTAINMENT
ALL RESPONDENTS HAD SOME KIND OF DIGITAL
EXPERIENCE WITH AT LEAST ONE OF THESE INDUSTRIES:
SATISFACTION WITH DIGITAL EXPERIENCE (GENERAL)
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47%DELIGHTED
20%UNSATISFIE
DTHE ASEAN-5
DX
27%
Digital Gap
70%NPS
-67%
NPS
74%LOYAL
8%LOYAL
Gap Matters
CUSTOMERS WILL DISCLOSE INFORMATION IF DELIGHTED
60% Buying Preference
Health or Medical Records
Personal Finances
46%44%
TOP 3 DX ATTRIBUTES THAT MATTER TO ASEAN-5 CONSUMERS
SecureIs safe and secure
AvailableAvailable anytime on my terms
SimpleCohesive, integrated and simple
58%49%46%
SAP Digital Experience Report 2016
33 %AMBIVALENT
5 Countries – SG, MY, ID, TH, PH | 3.6K Consumers | 9.3K Digital Interactions | 243 Brands
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How will this affect my business?
“change at a speed, scale and force unlike anything we’ve experienced before”
“radical system-wide innovation”
“business models of each and every industry will be transformed”
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Adoption = Business Outcomes
Proc
essTechnology
People
Implementing a Digital Strategy
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What do you need for digital success?
EngagementInnovationAgility
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Understanding the Nature of LearningThink about your most memorable learning experience.
When/where did it take place?1. In a classroom?2. Talking to someone?3. Performing a task?
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Understanding the Nature of Learning
10% Formal
20% Social
70%Experiential
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Our Upcoming Sessions
EngagementInnovationAgility
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Thank you Contact information:
Chris DwyerHead of EducationSAP South East Asia+65 6664 [email protected]