A special CMO, CIO and SAP virtual event

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. Today’s customers want engagement on their terms and in ways that honour their privacy and instil trust. And thanks to rapid digitisation during the pandemic, they expect experiences digitally enabled, too.

Yet even as brands invest to meet these demands, SAP’s 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? What can organisations do to unite data and insight from across their organisation to close the loop? And how do brands build the trust needed to secure customer loyalty?

Join CMO, CIO and SAP plus Cue's chief information and digital officer, Shane Lenton, and Thunderhead's Aarron Spinley for this dynamic webinar as we delve into:

• 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
• What seamless, multi-channel and trusted customer experiences really look like
• 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

Attendance is restricted to CIOs, CMOs, Directors of IT, Directors of Marketing, CTOs, VPs of IT and Marketing, Customer Experience Leaders, Heads of Digital, Senior Marketing and IT Executives. IDG reserves the right to refuse attendance to any person not fitting this job description or from a non-sponsoring vendor, consulting or agency organisation.