Customer Experience NOW
Customer
Experience
NOW
Společnosti dnes musí doručit individuální zkušenost, které mohou zákazníci důvěřovat. Důvěra zákazníků je na špičce mysli zákazníků a přichází v různých tvarech nebo formách.
Dávat lidem to, co chtějí́ a potřebují, v době̌, kdy to chtějí, je přesně̌ to, co utváří celkovou zákaznickou zkušenost a důvěru zákazníků. Loajalita, kterou jste budovali roky, muže být velmi rychle ztracena díky jediné špatně zpracované zakázce.
Na reálných příkladech inovativních projektů našich zákazníků a partnerů vám ukážeme end-to-end řešení, jak propojit vaše operativní data, procesy a zkušenost zákazníků a maximalizovat tak loajalitu vašich zákazníků. Umožněte SAPu vám pomoci přehodnotit svůj obchodní model a aplikovat nově vznikající technologie, pro budování maximální zákaznické zkušenosti.
Klíčová témata, na která se můžete těšit:
  • Správný sběr zkušenosti zákazníků s vaší firmou, produktem či zákaznickým servisem, jeho pochopení a správná reakce v kombinaci s vašimi operativními daty.
  • Centralizace komplexních obchodních procesů v jednotném řešení – od získání leadu po kompenzaci obchodníka.
  • Komplexní řízení služeb a servisu zákazníkům – od získání zpětné vazby a řešení aktuálních problémů až po automatické plánování pracovníků v terénu a poprodejních služeb.
  • Efektivní komunikace mezi produktovým managementem, marketingem, obchodem a službami.
Pro koho je sekce určena?

Sekce je určena především pro marketingové a obchodní ředitele, pro marketing, e-commerce, sales a produktové managery.

Tato část konference nebude tlumočena.

Změna v programu vyhrazena.

Místnost B PROGRAM SEKCE
14:40 

SAP Customer Experience Live - živá ukázka řízení komplexní cesty zákazníka

Customers want trusted, personalized, and connected experiences that help achieve everyday goals. Does your brand rise to the challenge? Learn how you can close the experience gap and unify marketing, commerce, sales, and customer service to deliver intelligent, relevant customer experiences.
The SAP Customer Experience portfolio covers every step in the process, from the first contact a customer has with a company through to when they choose to buy from it. SAP achieves this by integrating various solutions for marketing, sales, and customer relationship management. We will show you real order to cash end-to-end process.
Build a connected customer journey based on empathy and trust with SAP C/4HANA, a suite of five industry-leading cloud solution portfolios, and SAP C/4HANA Foundation to help your business innovate, integrate, and be agile.

Ana Sipusic Plese, Martin Dudek, SAP

15:00

Innovative Approaches for Customer Continuous Search for Value

The third age of digital has begun, and it requires new skills and thinking. We are in the era of Living Services: personalized and responding in real time to people’s liquid expectations. Anything that can be imagined can be built. To deliver, organizations need to reinvent themselves, putting humans at the center to release trapped value in the technology. Experience is the new battleground.
 
Service Design is the approach through which we understand the whole ecosystem to choreograph a seamless and compelling user experience. Accenture and SAP have started a collaboration program to put the customer at the center, co-developing and co-innovating to accelerate the development of the SAP C/4HANA platform to build industry-specific solutions.
 
With the elevate program we will define and design industry solutions that elevate customer experiences and deliver on business growth objectives. These solutions will be built on the SAP C/4HANA customer engagement platform and leverage deep product knowledge and industry experience from Accenture Interactive and Accenture Technology.

Camilla Gabbiati, Aldo Peccerella, Accenture

15:20

Qualtrics - sběr zákaznické zkušenosti, jeho pochopení a správná reakce

SAP Qualtrics je průkopníkem zcela nové kategorie – Řízení zkušenosti (Experience Management). Se SAP Qualtrics XM můžete vytvářet, sledovat a spravovat všechny zpětné vazby od vašich zákazníků na jediné platformě a okamžitě na ně reagovat. Naše robustní sada nástrojů pro výzkum a zpětnou vazbu usnadňuje shromažďování zkušenostních dat (X-data) od vašich zákazníků a kombinovat je s vašimi operativními daty (O-data), které čerpáme z vašich stávajících obchodních systémů, jako je ERP, Ecommerce, CRM, logistických systémů atd.

Oldřich Januška, SAP

15:40

SAP Service Cloud - plánování práce v terénu a řízení poprodejních služeb a servisu

During presentation we will show how to integrate Service & Marketing solution with experience data to get a real 360-degree view about your customers.
CX Customer Service includes all the customer experience data analysis features you need to collect customer feedback from all support channels, analyze, and present in role-based dashboards to all levels of the Support and Customer Service org.  Closed Loop Follow up can help support centers track each issue to resolution and get a 360 degree view of each customer with operational and experience data in one view. CX Customer Service includes prebuilt content for Contact Centers to track performance and drive employee engagement. Leverage advanced voice analytics, prescriptive insights based on themes Qualtrics identifies in your data, and respond 1:1 with customers on social review sites. Benchmarks can help you understand how your Contact Center is performing across industries.
CX Marketing includes all the customer experience data analysis features you need to collect customer feedback, analyze, and present in role-based dashboards to all levels of the Marketing org. Integrate Qualtrics with BI and marketing operations platforms, automate listening post distributions, and get a 360 degree view of each customer with operational and experience data in one view. CX Marketing includes prebuilt content to help assess customer client relationship, optimize the digital experience, and execute market research studies for product and brand.

Ana Sipusic Plese, SAP

16:00

ukončení sekce

přestávka na kávu

Těšte se na naše prezentující
Camilla Gabbiati
Senior Manager and ICEG domain lead for SAP Sales & Customer Service
Accenture

Senior Manager and ICEG domain lead for SAP Sales & Customer Service at Accenture, with 18 years of experience on CRM implementation and transformation programs for International customers in Consumer Goods, Beverage and Luxury industries.  Extensive experience as Project Manager implementation of various CRM on premise, Cloud and mobility solutions, supporting Sales Force Automation, E-Commerce, Digital Marketing, Trade Promotion Management and Customer Service processes.

Aldo Peccerella
Fjord Group Director
Accenture

Fjord Group Director, responsible for Program Management and Operations in the ICEG Region.
Aldo merges a technology background with an Executive MBA and more than 12 years in the Service Design and Customer Experience fields.
He worked with several clients around the globe, from different industries: Financial Services, Automotive, Telco, Media, Entertainment, Fashion, Retail, Pharma, Energy and Public Administration.
This broad and horizontal industry experience is crossed by a vertical expertise and passion: to re-design services for human impact in digital and physical spaces, starting from the End-User point of view.


Ana Sipusic Plese
SAP CX Consultant
SAP

Ana Sipusic Plese holds a Master Degree in Applied Mathematics, from Faculty of Science, University of Zagreb and Master Degree in Strategic Management from Kelley School of Business from Indiana University. She worked as developer, solution architect, business analyst and consultant. She gathered broad international experience with experience mostly related to Telecommunications, Consumer Products, Insurance and Banking industry verticals. In last 15 years she focuses on CRM and CX area. Ana is now working as sales consultant in SAP CX organization, where she focuses on understanding business requirements from various organizations, providing fit-for-purpose value propositions and explaining how exactly are is value proposition addressing the business needs of organizations and enable delivering of business benefits.