Webinar

Narrowing the Customer Expectation Gap through Data-driven Experiences

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. Yet even as brands invest to meet these demands, the research shows a conspicuous gap between what customers want and what brands have on offer. So where are we going wrong when it comes to the CX playbook? And what can organisations do to unite data and insight from across their organisation to close the loop? In this special webinar, CMO and CIO are joined by SAP thought leader, Scott Treller, along with Cue chief information and digital officer, Shane Lenton, and Thunderhead's Aarron Spinley, to discuss: > Where the gaps between customer expectations and delivery still exist > Where challenges and opportunities lie bringing together owned data sources and creating actionable insights that personalise customer engagement > The role of processes, customer insight and technology in meeting ever-demanding expectations > How SAP is helping brands to deliver personalised engagement based on trust

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