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Customer expectations are increasing, setting high standards for businesses to meet in what we call the experience economy. Customers don’t expect one part of the brand experience to be great - like the product, the online experience, or the customer service - they expect the end to end experience to be top notch. This has an impact on customer loyalty to brands. Alicia Tillman, SAP global CMO, explains how companies can craft exceptional experiences to earn customers for life. She also explains SAP’s strategy around helping customers become Intelligent Enterprises in the experience economy with Experience Management.
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