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Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern

August 06th 2014:Special Encore Presentation: Frictionless Customer Experience: War Stories from the Trenches

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 c

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Featured Guests

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Don Peppers

Recognized for over 20 years as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centric management consulting firm. Don has personally counseled or consulted for many of the world’s largest firms including Microsoft, Bank of America, British Airways, T-Mobile, Merck, HP, Syngenta, USAA, Saudi Telecom, Singapore Telecom, Absa Bank, and GM. The Times of London included Don on its Top 50 Business Brains list. Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world. With co-author Ma
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Anthony Leaper

Anthony Leaper is responsible for business development of SAP’s Social Collaboration product, specializing in how it relates to the customer experience space. A software, marketing and sales enthusiast, Anthony has “a personal, almost manic, bias to exceed customer’s expectation”, matured from nearly 30 years of experience in developing systems for improving customer relationships. Previously, Anthony was responsible for SAP’s CRM Solution Management, pushing innovation to deliver vision and capabilities focused on helping businesses improve their customer’s experiences. A founding member of Siebel Systems from 1997, Anthony became universally recognized as a leading authority on CRM technol
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 24/10/2018 08:00 24/10/2018 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 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. VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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