The Experience Revolution

The construction industry is seen as an essential business during this global pandemic. With construction still happening, building products are also a necessity. There is a huge impact on the way that these companies are now running and in the output of their work. In this podcast, Ursula Gruen, Global Lead of the Building Products Industry at SAP, answers how COVID-19 is affecting the building products industry.​

Education is one of the many areas that has had to drastically adapt due to the Coronavirus pandemic. Students and teachers had to completely change the ways of learning in an extremely short time frame. With various restrictions such as accessibility to digital learning, difficult home environments, etc., there are many questions about how this current situation will impact students’ ability to learn. In this podcast Dr. Malcolm Woodfield, Global leader of SAP’s Education and Research Industry Practice, answers top-of-mind questions regarding the short term impact of Covid-19, mental health of students and educators, what education in the future might look like, and more.

SAP VP, Richard Primm, was posed with a seemingly impossible task: Find 500 hospital beds for a temporary hospital in New York within 30 minutes. On this episode, Richard shares how him and his team secured the beds through the power of technology and SAP’s ecosystem of partners and customers. This is just one example of how digital platforms are changing the way that companies are able to fight the Coronavirus pandemic.

The purpose of doing business has changed from the classical financial view where a company is solely driven by financial goals. Companies can’t get away with just performing CSR activities; customers are increasingly demanding that enterprises embed purpose as part of their core business. Jesper explains how companies can thrive in the future by creating purpose-led experiences, embedding purpose into their core operations to win customers and attract next-gen talent.

Guest: David Marchesseau, Vice President Value & Digital Advisory, Asia Pacific Japan We’ve talked about digital transformation for a while and businesses know they need to transform to survive, but how do we ensure successful digital transformations? David explains how everything will be experience driven in the future and that improving experiences is the reason businesses want to transform in the first place. On this episode you learn how experiences power digital transformations to ensure companies have future-proof human centric business models.

Customer expectations are increasing, setting high standards for businesses to meet in what we call the experience economy. Customers don’t expect one part of the brand experience to be great - like the product, the online experience, or the customer service - they expect the end to end experience to be top notch. This has an impact on customer loyalty to brands. Alicia Tillman, SAP global CMO, explains how companies can craft exceptional experiences to earn customers for life. She also explains SAP’s strategy around helping customers become Intelligent Enterprises in the experience economy with Experience Management.

We’ve moved from an engineering economy to an experience economy where buying behaviors have shifted from being driven by logical needs to emotional wants. In this experience economy, companies must craft experiences that evoke emotions and create long term customer loyalty. Thomas Schuette, Chief Storyteller at SAP explains how storytelling is the programming language of emotions and a critical tool companies must master to provide top notch experiences that create an emotional connection between the business and the customer.

The reality is we are swimming in data all day, every day, but the issue is that most companies don’t know how to structure it or gain the right insights. Listen to this episode where Dr. James Killian explains how companies can identify the right pieces of data, connect them in meaningful ways and execute to close experience gaps and achieve superior customer and employee experience. Only those companies will win in the future. Guest Dr. James Killian, Principal Employee Experience Strategy at Qualtrics

Customer experience in the B2B world is evolving. Historically, B2C businesses have had to factor in customer experience, unlike B2B businesses where the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product. This is top of mind for Abdul, the Customer Experience Lead at Grundfos. With more than 200,000 customer touch points every single day, Grundfos has 200,000 opportunities to get it right, or wrong. Based on this data, Grundfos started their journey towards operational change in how they measure and deliver experience.

In today’s world economy everyone is a customer and every customer is driven by experiences. Companies think too narrowly about customer experience and fail to consider the entire value chain. In this episode, Martin talks about how suppliers are a crucial part of the value chain, their direct impact on customer experience and what companies can do to optimize the customer experience by focusing on the supplier experience.