From the rise of customer advocacy to ever-changing consumer expectations, 2018 has been a rollercoaster year for businesses on their journey to deliver memorable customer experiences. As the ball drops on 2019, the CX landscape will become even more complicated to navigate and win. Not only in terms of engaging your customers, but also for organisations to deliver on. With a focus on a proliferation of even more engagement channels, the era of customer care, the rise of dark social, the age of platform agility, you'll be amazed at whats in store for 2019! Join us for this virtual master class as we dive into the trends that are shaping CX for 2019 and beyond. To find out more about the future of CX, visit us at: https://cx.sap.com

1. 11 December 2018
LIVE Virtual Master Class:
Top trends shaping CX in 2109

2. 2INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Featuring
Kosta Triantafillou
Center of Excellence,
Marketing solution, APJ
SAP Customer Experience

3. 3INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the moderator
Rita Marini
Sr. Director & Head of GTM
Program, APJ & Greater China
SAP Customer Experience

4. Some housekeeping information before we start…

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If you run a business today,
you are in the business of

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7. 7INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers expect…

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10. 10INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

11. 11INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀhttp://simplicityindex.com

12. 12INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
64%
of consumers are
willing to pay more for
SIMPLER
EXPERIENCES
61%
of consumers are more
likely to recommend a
brand because
IT IS SIMPLE
$86bn
Brands that don‘t
provide simple
experiences are
leaving an estimated
share of on the table
http://simplicityindex.com

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Brands who can deliver a frictionless, end-to-end,
trustworthy experience will win.

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Brands need to stay true to
their brand promise

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see online advertising as a
disruptive experience
Source: Rakuten Marketing
83%
Ads lumped in same
bucket as fake news!

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LOVE Digitised Survey
TOP 4 REASONS CUSTOMERS BREAK UP WITH BRANDS
78%
Use information
without knowledge
73%
Unresponsive
customer service
49%
Spamming
unnecessarily
60%
Makes mistakes
more than twice

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A C C O U N T A B L E
BUSINESSES
are now fully
HIDE
they can no longer

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Can you summarise CX in
2018 in three things?

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Phygital Rise of the
machine
Contextual
engagement

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What else?

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KNOW THY CUSTOMER
OMNICHANNEL
PERSONALISATION
DELIVERY OPTIONS
ENGAGEMENT THE INTELLIGENT ENTERPRISE
CONTEXTUAL MARKETING

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“81% of company leaders predict they’ll
compete primarily on customer
experience in the near future, but only 22%
have claimed to create an experience that
exceeds customer expectations.”
Source: Gartner 2019

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What’s happening in 2019?

24. 24INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Get interactive Age of
customer care
Engagement
agility

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Deliver with
purpose
Predict
the future
Hyper-
personalisation

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Any last advice for any
organisation who’s looking
to deliver better CX come
2019?

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Trust grows through
consistent, good, integrated experiences.

29. 29INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
GUARDED
to you when that trust is
C O M E B A C K
Customers will
HONORED
and

30. Contact information:
Rita Marini
Sr. Director & Head of GTM Marketing, APJ & GC
SAP Customer Experience
Rita.marini@sap.com
+65 965 33 151
Thank you.