1. The Future ofCustomer Experience What is the most extreme future that you could envision for the customer experience?2013 SAP AG. All rights reserved.Public1

2. Its All About Contextenvision the world around me Ibeing aware of my demographicsGurdeep Dhillon Head of Marketing Execution and Campaigns at SAP @gurdeepd Blog Link2013 SAP AG. All rights reserved.and psychographics, as well as the contextual information about my current state. When I walk into a store, or visit a Web site, I will have the option of making this information available so that my experience can be tailored to me.Public2 3. Culture, Data, And Technology When businesses becomemore data-driven, when they adjust their culture, take advantage of some of asdadasdasdasdasdasd these new tools and recognize the shift in customer behavior, you get a whole new world of business.Tim Minahan Chief Marketing Officer, SAP Cloud @tminahan Blog Link2013 SAP AG. All rights reserved.Public3 4. Customer Delight Two words define the pathway to customer experience improvement: engagement enhancement. This can be physical (activating more of their senses), mental (soliciting their ideas and influence), or emotional (providing peace of mind, laughter or some other positive feeling), and often a combination of the three. Viewed through this lens, theres no end to what we can do.2013 SAP AG. All rights reserved.Steve McKee President of McKee Wallwork & Company and author of When Growth Stalls and Power Branding @SteveMckee Blog Link Public4 5. It Comes from Insights and ActionsI think that it comes down to: Does your company meet my expectations in terms of reliability, convenience, relevance and responsiveness does it make my life easier and avoid negative surprises, please?! So the most extreme future for me is to simply get it right, consistently.Dr. Volker Hildebrand Global Vice President of CRM at SAP Blog Link2013 SAP AG. All rights reserved.Public5 6. Marketing As The Champion Marketing needs to becomeJonathan Becher Chief Marketing Officer at SAP @jbecher Blog Link2013 SAP AG. All rights reserved.a champion for the customer experience across all channelsMarketing cant own all the customer experience channels but it can make the experience consistent through counsel rather than direct management.Public6 7. Its Both Personalized And Scalable Customer experiences that are custom built to individual/household/small business/corporate requirements at cost models that scale across the customer spectrum. Rakesh Shetty Founder of RR Marketing Advisory @shettray Blog Link 2013 SAP AG. All rights reserved.Public7 8. Its Seamless & Connected The experience will be the seamless and matchingRamesh Ramakrishnan Founder of RR Marketing Advisory @Ramesh_Ramki Blog Link 2013 SAP AG. All rights reserved.expectations set within the social network, as if it was a shop down their street that they knew for decades. The extended Enterprise is the new Enterprise and connected business is the new corner shop.Public8 9. Its Cultural And Passionate Becoming truly customer-centric by implementing systems that enable you to drive a C2B mentality. Consumer-to-business in a connected world of listening, deciding and then engaging in the most effective manner. 2013 SAP AG. All rights reserved.Anthony Leaper Senior Vice President and Sales GM for Enterprise Social Software at SAP @ALeaper Blog Link Public9 10. It Cuts Through The Noise The idea is that Customers/Consumers controlJamie Anderson Global VP of CRM Marketing at SAP @collsdad Blog Link2013 SAP AG. All rights reserved.everything, based on their knowledge of the value of their own data. Businesses must find a way to connect with their customers through this service and with relevance to ensure that they become the signal through the noise.Public10 11. Its Without Customer Service In a perfect world you wouldnt need customer services. The nextNeal Shact Founder and CEO of CommuniTech Services @nealshact Blog Link 2013 SAP AG. All rights reserved.best thing is a very fast, highly intuitive process to get whatever help you need as rapidly as possible so that you can go on with whatever else you need to do. Isnt it reasonable for a customer to be able to have a quantifiable expectation of what is going to happen when the need assistance?Public11 12. It Should Be As Easy As Pushing A Button The most extreme future forexperiences I see comes from the world of TV and movies like The Jetsons for example. George or Jane or Judy or even their boy Elroy could simply push a button and instantly they would have a given item. Want a pizza? No problem, push a button. Want a new bicycle? Easy, push a button.2013 SAP AG. All rights reserved.Steve Olenski Senior Creative Content Strategist at Responsys @steveolenski Blog Link Public12 13. Its Exclusively For You think that Iare able to just like websites follow our trailsMukesh Gupta Founder and CEO of CommuniTech Services @rmukeshgupta Blog Link2013 SAP AG. All rights reserved.and recognize us online and what we are looking for, the physical stores will also be able to recognize us by facial recognition and will know all about us (our likes, dislikes, affiliation, views, etc). They will then tailor be able to create an offer that is exclusively for us.Public13 14. Its Efficient And Organized Customers really don't care how you are organized as long as it is simple and clear how you can help them to do what they need to do. When it is understood, a company will organize itself to deliver the experience in the most effective and efficient way.Gregory Yankelovich Product Management Strategist at Amplified Analytics @piplzchoice Blog Link2013 SAP AG. All rights reserved.Public14 15. Its Awesome and Creepy to be walking Companies seemawesome and the line betweenJen Cohen Crompton CEO of SomethingCreative LLC @JenCoCrompton Blog Link2013 SAP AG. All rights reserved.creepy, meaning that some companies are taking tracking to an extreme level, and others are doing it just right. This really goes back to the foundation of being transparent. Customers want to know the motivation behind companies.Public15 16. Its Demand Driven Innovative businesses will create a better customer experience through the customization of products to the individual. Richard Howells Head of SAP Solution Marketing for Supply Chain @howellsrichard Blog Link2013 SAP AG. All rights reserved.Public16 17. Its About Big Data and Social Collaboration Well, they [companies] areDaniel Newman Co-Founder and CEO of EC3, author of "The Millennial CEO" @danielnewmanuv Blog Link 2013 SAP AG. All rights reserved.already able to read our eyes and expressions so I see that being turned into some type of pool of big data that allow companies and brands to know what their customers really feel about their product. Public17 18. The Product Maker Is The Practitioner I think youll see morecompanies moving to a paradigm in which the practitioner will become the driver and the product or solution manager become the order taker. Rachel Spasser Chief Marketing Officer of Ariba Blog Link2013 SAP AG. All rights reserved.Public18 19. Its Exclusively For You Truly, we will be living inthe Social Age, because thats all most companies will be: networks that enable us to do our things on their platforms. Ted Coine Co-CEO of The Human Side of Busines and SwitchandShift.com @TedCoine Blog Link2013 SAP AG. All rights reserved.Public19 20. Its Human Relationships That Matter Where companies and theirmarketing & communications are largely irrelevant for 80% of the customer decision journey customers only touch company platforms and content when they are at the point of final decision. Oh, wait. That's now.Maggie Fox Senior Vice President of Digital Marketing at SAP @maggiefox Blog Link2013 SAP AG. All rights reserved.Public20 21. To learn more about The Future of Customer Experiencevisit Business Innovation from SAP2013 SAP AG. All rights reserved.Public21