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Guiding Principles for Delivering Five-Star Experiences
In the experience economy, five-star experiences aren’t a luxury, they’re the expectation. Every organization is challenged to deliver bold, exceptional touch-points at scale, and failing to act on this can and will drive would-be advocates to the competition. Learn why you need experience data (X-data); how your customer feels about your business combined with operational data (O-data), the by-the-numbers breakdown of what makes you earn your rating.
Together, understanding your X- and O-data creates the foundation for delivering five-star experiences. That complete view helps close the experience gap and aligns expectations between employees and customers alike. In a world of continuous connection, if you don’t get five stars, you don’t just lose trust, you lose customers.
Fred Soller, SAP Customer Experience
Fred has over 20 years of Sales, and Sales Management experience in High Technology. He has been a catalyst for successful Marketing and Business Development initiatives, including building and reorganizing organizations for sustained growth. Currently, Fred heads up the Mid-Market Business Unit for the SAP Customer Experience Line of Business, responsible for all Demand Chain applications; Commerce to Marketing to CRM Sales and Service Automation.
Eric Gutoski, Chief Strategy Officer, BORN Group
Eric Gutoski is the Chief Strategy Officer at BORN Group. Eric is an eCommerce and technology executive with over 20 years of experience in boutique and Big 4 professional services firms covering creative, UX, software development, systems integration, and digital marketing. He’s passionate about producing best fit B2B, B2C, and B2B2C solutions for F100 enterprises, challenger brands and everything in between.
Alex Stickelberger, Principal SAP CX Practice, BORN Group
Alex is a digital transformation and SAP CX specialist with over 15 years of experience in strategic consulting along with leading and executing projects. He started in 2002 with SAP myCRM for internet sales consulting and is very excited and passionate about SAP’s C/4HANA suite of solutions.