Learn How To Solve The Experience Equation With The Right Technology And The Right Strategy

Ursula Ringham

It’s the customer’s world. Businesses have to compete just to earn their part in it. Navigating these new power dynamics has put pressure on every essential area of business to adapt and shift to a customer-centric approach.

However, many of today’s businesses lack the data and insights needed to change their people, process, and technology to meet customer demands and exceed expectations. In an economy where experience is the priority, legacy technology systems aren’t providing the visibility needed for timely, relevant delivery that helps them stay ahead.

To meet and exceed customer expectations, organizations need deeper insight into two crucial types of data: operational (“O data”) and experience-related (“X data”). True mastery of both O and X data requires an Intelligent Enterprise strategy that brings intelligence and cutting-edge technology into all areas of the business.

Click on the dynamic asset below to explore all of the strategy, technology, and process recommendations from our 25 experts to see how you can solve the experience economy equation.


Becoming an intelligent enterprise

For your enterprise to become intelligent, you need the right technology, sure. But you also need the right strategy to deploy that technology to maximum effectiveness. It takes careful thought, analysis and research to get it right.

To help you get started, we asked 25 futurists, technologists, and experts for their recommendations. They provide advice on how to become an Intelligent Enterprise in five core “neighborhoods” of your organization: digital core, network and spend management, digital supply chain, customer experience, and people engagement.

The five core neighborhoods of the enterprise

Digital core

Your enterprise needs a strong digital core to automate processes, optimize for desired outcomes, and predict market changes that could impact your business model. In this neighborhood, you’ll find actionable tips on how to keep operations running smoothly with best practices from experts Isaac Sacolick, Keith Townsend, Eric Kavanagh, Claudia Imhoff, and Yves Mulkers.

Network and spend management

Network and spend management control is essential for maximizing profits, mitigating risk, and controlling costs. Here, experts Kelly Barner, Jo Peterson, Oliver Christie, Hal Good, and Dion Hinchcliffe share their thoughts on how procurement impacts the customer experience, how to leverage artificial intelligence for measurement and optimization, and more.

Digital supply chain

To compete in today’s demanding experience economy, enterprises need highly responsive, end-to-end digital supply chains. To help you make the transition, we asked Michael Li, Tamara McCleary, Ronald van Loon, Kirk Borne, and Dr. Ganapathi Pulipaka for their insights on customer-centric manufacturing practices, end-to-end supply chain optimization, and the technology that enables supply chains to be faster and more flexible.

Customer experience

Customers are demanding more personalized experiences from businesses. To help your enterprise build the types of experiences that leave customers coming back for more, Lee Odden, Kevin Benedict, Stephanie Thum, Michael Krigsman, Dan Gingiss, and Ian Gertler share must-have insights for experience management, the types of technology needed to find those insights, and how to leverage them.

People engagement

An engaged workforce performs more quickly and more efficiently, ultimately driving better customer and business outcomes. In this neighborhood, experts Sharlyn Lauby, Simon Mainwaring, Laurie Ruettimann, and Jim Harris share how enterprises can use technology to attract, retain, and develop the right talent.

Don’t just meet expectations. Exceed them.

Your customers have high expectations. Becoming an Intelligent Enterprise with the right technology and the right strategy can help you exceed them. Start your journey towards intelligence by diving into our immersive, interactive asset.
In it, you’ll learn how to use intelligent technology like artificial intelligence, machine learning, and the Internet of Things to:

  • Get the most out of your resources with maximized productivity, efficiency, and insight
  • Ensure each dollar you spend contributes to the customer experience
  • Introduce customer-centric, highly responsive manufacturing practices
  • Meet customer needs proactively and predictably throughout the customer journey
  • Attract, retain, and develop the right talent that produces the right business outcomes

Explore all of the strategy, technology, and process recommendations from our 25 experts to see how you can solve the experience economy equation.

About Ursula Ringham

Ursula Ringham is the Head of Global Influencer Marketing at SAP. She manages social media and digital marketing strategy for the small and midsize business community. She was recently recognized as one of 15 Women Who Rock Social Media at Top Tech Companies. Prior to SAP, Ursula worked at Adobe and Apple in their Developer Relations organizations. She managed strategic accounts, developer programs, edited a technical journal, managed content for an entire website, and wrote and taught course curriculum. In her spare time, Ursula writes thriller novels about the insidious side of Silicon Valley.