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A special CMO, CIO and SAP virtual event
Bridging the experience – expectation gap with customers is the tricky task organisations are faced with today, and digital, data and a human touch are the tools they must harness to succeed.
According to SAP Customer Experience’s new research,
Heart Matters: why customer experience is an affair of the heart, customers in Australia have ever-higher expectations of their favourite brands, from transparency and security of personal data to frictionless interactions across channels in a responsive and personalised manner. Today’s customers want engagement on their terms and in ways that honour their privacy and instil trust. And thanks to rapid digitisation during the pandemic, they expect experiences digitally enabled, too.