The Experience Revolution

Latest Episodes:

Episode 9: The Discipline of Managing Human Experiences in the Course of Doing Business Dec 10, 2019

Show notes

Business has traditionally not been equated with managing human experiences. Jessica Sharman explains that in our Experience Economy companies cannot only look at business from a transactional perspective. Successful companies also understand the discipline of managing human experiences in the course of doing business.

Episode 8: Customer Success is Directly Linked to the Experiences Companies Deliver Dec 04, 2019

Show notes

In this episode, Marty Mrugal, Global Head of Customer Success, explains how SAP Customer First is about putting the customer at the center of everything SAP does and how customer success and customer experiences are interlinked. Customers have more choices today. What differentiates brands is the perception customers have with every interaction. With the competition on experiences rather than products and services, companies need to understand the moments that matter along the customer journey. Marty also speaks about SAP’s customer engagement model and the role people, processes and technology play to provide a seamless customer experience and to help customers derive more value from SAP’s offerings.

Episode 7: The New Competition Isn’t Other Companies, It’s the Last Experience They Provided Nov 25, 2019

Show notes

In this episode Bob Evans, tech influencer and Creator of Cloud Wars Top 10, evaluates experience management and how it can help companies avoid disruption. Companies have to change how they look at competition; companies’ competition isn’t other companies, it’s the last experience they provided. Companies that turn a blind eye to the experiences they provide, will lose. Bob also explains how, in our experience economy, there is no front office or back office, only the customer office.

Episode 6: How Food Packaging Giant Tetra Pak Combines X- and O-Data Oct 24, 2019

Show notes

X-Data gathered on Qualtrics systems and O-Data stored on SAP systems to better understand its customers. Combining the data sets allows them to run a more efficient business. For more information on the Tetra Pak and Qualtrics read the blog here.

Episode 5: Digital Transformation Has Automated Businesses Oct 24, 2019

Show notes

Tim Greulich, Deloitte Digital’s Experience Management Practice Leader explains how Digital Transformation has dehumanized business. Now that we are in the Experience Economy, companies must learn to put the ‘human’ back in business.

Episode 4: Experience Management: Jumpstarting Your Transformation Oct 24, 2019

Show notes

In this episode Divya Struebing from SAP Corporate Strategy and Josephine Monberg from the Global Experience Management Engineering team interview Eric Stine, Chief Customer Innovation Officer NA. Listen to Eric explain how companies can use Experience Management to continuously understand and evaluate what their customers want. By propagating these insights organizations will foster a responsive and adaptive culture.

Episode 3: Experience-Driven Disruption in the Automotive Industry Aug 25, 2019

Show notes

Over the past couple years, the automotive industry has been disrupted and reimagined numerous times. Currently automotive is adapting to the changes brought on by the Experience Economy. But according to our guest Ellen Sasson, Industry Executive Automotive Advisor at SAP and David Mingle, VP Global Automotive Industries at Qualtrics SAP, the automotive industry has always been driven by experiences. In this episode we explore the evolution of automotive and what automotive companies must do to win in the Experience Economy. Follow Ellen on LinkedIn and David on LinkedIn.

Episode 2: Creating Value in the Experience Economy Aug 25, 2019

Show notes

Understanding the human experience is key to driving value in business. For companies in any industry, achieving strategic goals and driving business outcomes centers on understanding what customers, employees, and other key stakeholders want and responding in the right moment. In this episode we explore how companies can leverage experience management – by linking experience feedback to business operations to drive value. Our guest is Aditi Chhaya, the Global Head of the Experience Management Engineering team. She is passionate about the role of experience in reimagining business and ultimately in helping customers connect the dots from the Vision to Value. Follow Aditi on LinkedIn and Twitter.

Episode 1: What is the Experience Economy? Aug 25, 2019

Show notes

In this first episode of the “The Experience Revolution” podcast we dive deeper into the Experience Economy, what experience management is and why experience matters. Our guest is Timo Elliott who is VP Global Innovation Evangelist for SAP. He has passionately shared how technology can influence organizations and presented the latest tech trends in over 58 countries. Follow Timo on LinkedIn & Twitter.

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