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Trends that will shape the customer experience in the new era

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Trends that will shape the customer experience in the new era

The celebration in Spain of the SAP Customer Experience (CX) Day, mobile number in china the largest virtual event on the present and future of customer experience management in the post-covid-19 era, mobile number in china concluded with a virtual meeting of more than 2,000 professionals from the marketing area , sales, customer experience, e-commerce and digital transformation. mobile number in china Alfonso Cassio, Head of SAP Customer Experience in Spain assures that “during the exceptional situation that we have experienced in recent months,  mobile number in china the lack of digitization processes of many companies has become evident “.

In the same way, he affirms that “only by understanding what, mobile number in china when and why things are happening, will we be able to act correctly and at the right time.” E-commerce has been critical in this crisis : mobile number in china those companies that had a solid, flexible and scalable platform have been able to continue operating with a certain normality, mobile number in china assuming increases in orders of even four times more. On the contrary, companies that had not bet emphatically on electronic commerce now have the imperative need to get to work in this line.

This reality has driven the demand for more Gambling Email List agile and faster projects that allow customers to scale their e-commerce channel by adjusting to new needs, with solutions such as SAP Upscale Commerce, mobile number in china SAP’s new platform for B2C and D2C e-commerce. Likewise, looking to the future, mobile number in china Alfonso Cassio considers two additional critical issues for the customer experience to be a differential factor. mobile number in china On the one hand, having a model of digital engagement and multichannel customer service , especially in relation to the customer’s self-service capacity and the intelligent automation of interactions: mobile number in china “ Chatbots are capable of responding to 80% of inquiries from customers thanks to AI and collective knowledge.

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