Exploring the Future of Customer Experience with SAP's Sonny Dasgupta

On this episode of the Futurum Tech Podcast – Interview Series I am joined by Sonny Dasgupta. Sonny is the Head of Product Marketing for the SAP Customer Data Cloud, a foundational pillar under the SAP customer experience business. The SAP Customer Data Cloud solutions – which includes the SAP Customer Identity, SAP Customer Consent and SAP Customer Profile solutions — enables businesses to deliver better customer experiences, and develop trusted relationships with customers by allowing them more control over what data is used — a must have in today's world.

 

Our conversation covered several aspects of the future of customer experience including data analytics, the cloud and how enterprises and customers are going to be impacted as data continues to drive customer experience changes. It was a fascinating conversation and one you don't want to miss. 

 

The Future of Customer Experience

 

My conversation with Sonny also revolved around the following:

 

• How businesses need to change their business models to deliver better experiences and stay differentiated from the competition especially now .

 

• The challenges companies must overcome to offer best in class personalization for their customers and how that enables trusted relationships to flourish. We also explored the impact that lack of trust can have on the bottom line.

 

• Ways businesses can embrace the regulatory and compliance environment while still delivering a personalized customer experience without becoming invasive or creepy.

 

• Where companies need to start to deliver top notch customer experiences including a step by step process for dealing with fragmented customer data. We also explored how to focus on what your company does best without getting overwhelmed by the process of delivering personalized customer experiences.

 

In my opinion, the future customer experience is not just the job of one department, but actually a responsibility shared across the organization. If you are part of delivering an outstanding customer experience, then this episode is one that needs to be on your 'must listen' list.

 

Disclaimer: This show is for information and entertainment purposes only. While we will discuss publicly traded companies on this show. The contents of this show should not be taken as investment advice.