Frictionless Customer Experience: War Stories from the Trenches

July 2, 2014
Hosted by Bonnie D. Graham

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Episode Description

Today’s buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.” Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?” Join us for Frictionless Customer Experience: War Stories from the Trenches.

Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern Time on VoiceAmerica Business Channel

Game-changing technologies are transformational, exciting and disruptive for a reason. They shake up your status quo. They get you thinking about new ways to scale, compete and grow. They move you in amazing new directions.

If you’re not already having a weekly breakfast with game-changers, join us for valuable food for thought, inspiration and information. Learn how you can become the savvy innovator who takes your company across the finish line as you look ahead to the next breakthrough strategy. Coffee Break with Game-Changers, Presented by SAP, is broadcast live every Wednesday at 8 AM Pacific Time and 11 AM Eastern Time on the VoiceAmerica Business Channel.

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Bonnie D. Graham

Bonnie D. Graham

Bonnie D. Graham has been producing and hosting live talk radio since 1998. She is the creator, producer and host of the weekly business talk series, “Coffee Break with Game-Changers, presented by SAP” that debuted in Fall 2011, plus more than two dozen related Game-Changers Radio series also heard on the VoiceAmerica Business Channel.

SAP helps companies of all sizes and industries run simple. From back office to boardroom, warehouse to storefront, operations to finance, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, cloud and hybrid deployments, and mobile devices.

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