The Future of Commerce Podcast

Guests include:Florian Fromberg, Global CX Insights Director – SAP Customer Experience AdvisorySandeep Chowdhury, Global GTM Head of SAP Customer Experience for TelecommunicationsStefan Mueller, Director Insurance / Financial Services - SAP Customer Experience Links to Learn MoreConnect with FlorianConnect with SandeepConnect with StefanLearn more about SAP CXArticle of the Week - B2B Personalization: A three step guide to starting

Guests include:Florian Fromberg, Global CX Insights Director – SAP Customer Experience AdvisorySandeep Chowdhury, Global GTM Head of SAP Customer Experience for Telecommunications Stefan Mueller, Director Insurance / Financial Services - SAP Customer Experience Links to Learn MoreConnect with FlorianConnect with SandeepConnect with StefanLearn more about SAP CXArticle of the Week - B2B Personalization: A three step guide to starting

Links to Learn MoreRead more on the benefits of Direct to ConsumerLearn more about SAP Upscale Commerce for D2CArticle of the Week - CX at SAPPHIRE NOW 2021 Presented by the-future-of-commerce.com

Links to Learn MoreRead more on the benefits of Direct to ConsumerLearn more about SAP Upscale Commerce for D2CArticle of the Week - CX at SAPPHIRE NOW 2021 Presented by the-future-of-commerce.com

Links to Learn MoreJodi's Full Article on Handshakes vs. Hands-OffLearn more about SAP CXArticle of the Week - How Guided Selling helps seal more deals Presented by the-future-of-commerce.com

Guests include:Tom McKee, Industry Principal at eLogic (SAP Advisor at time of the recording)Lawrence Matusek, CTO at eLogicLiz Duggan, VP at SMITH Links to Learn More6 Ways CPQ Can Transform Your B2B OrganizationUsing CPQ: The Complete Order ProcessLearn more about SAP CPQArticle of the Week - In a CX Minute: May 5th Edition

Guests include:Tom McKee, Industry Principal at eLogic (SAP Advisor at time of the recording)Lawrence Matusek, CTO at eLogicLiz Duggan, VP at SMITH Links to Learn More6 Ways CPQ Can Transform Your B2B OrganizationUsing CPQ: The Complete Order ProcessLearn more about SAP CPQArticle of the Week - Under Pressure: Top challenges in Wholesale Distribution

Guests include:Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAPJavier Flores, Global Industry Principal | Consumer Products at SAPSunny Neely, Global Solution Director | Consumer Products at SAPRitu Saluja, Global CX Advisor | CPG & Retail at SAP Links to Learn MoreBlog - Third Party Cookies Are Ending: What to do?Webcast - What's the Ideal Customer Data Strategy for your Brand?Explore SAP Customer Data CloudArticle of the Week - Is it Easy For Your Customers to Buy From You?

Guests include:Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAPJavier Flores, Global Industry Principal | Consumer Products at SAPSunny Neely, Global Solution Director | Consumer Products at SAPRitu Saluja, Global CX Advisor | CPG & Retail at SAP Links to Learn MoreBlog - Third Party Cookies Are Ending: What to do?Webcast - What's the Ideal Customer Data Strategy for your Brand?Explore SAP Customer Data CloudArticle of the Week - Benefits of Direct to Consumer e-Commerce

Guests include:Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAPJavier Flores, Global Industry Principal | Consumer Products at SAPSunny Neely, Global Solution Director | Consumer Products at SAPRitu Saluja, Global CX Advisor | CPG & Retail at SAP Links to Learn MoreBlog - Third Party Cookies Are Ending: What to do?Webcast - What's the Ideal Customer Data Strategy for your Brand?Explore SAP Customer Data CloudArticle of the Week - Digital Transformation in the food industry

Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining. Links to Learn MoreRead The Intelligent Enterprise for WD PaperFollow Chip on LinkedInFollow Magnus on LinkedInArticle of the Week - Supply chain planning: Keeping promises no matter what

Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining. Links to Learn MoreUpscale CommerceHeadless Commerce The Continuity Commerce PlaybookArticle of the Week - In A CX Minute

Links to Learn MoreRead more of Tom Sweeny's work hereFollow Esteban on LinkedInArticle of the Week - What is customer service? Definitions, types, benefits, statsThriving on Customer Value - IDC Infographic

This episode is a deeper dive into the topic of agility and web accessibility, which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode. LinksRead Branwell's Article on Web AccessibilityFollow Branwell on LinkedInWe Are the Champions: How to rock customer experience

This episode is a deeper dive into the topic of centralizing customer identity and consent, and how to fully harness it which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode. LinksLearn More about Capgemini DCX DivisionFollow Sree on LinkedInRPA and AI: An automation dream team

This episode is a deeper dive into the topic of generational payment preferences which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode. LinksDownload the Generational Payment Trends ReportFollow Michaela on LinkedIn2021 Retail Trends: The Strategies that Dominate

Our guests include:Michaela Weber, VP of Enterprise Partners at WorldpaySree Gogineni, CTA at Capgemini DCX DivisionBranwell Moffat, Director of CX Consulting at KPS Digital LinksDownload the Generational Payment Trends ReportLearn More about Capgemini DCX DivisionRead Branwell's Article on Web Accessibility

In their quest to get closer to customers, it seems like every business is racing to achieve a 360-degree customer profile. But is this achievable given the velocity, volume, and variety of customer data available today? How can a business best unify data sources, mine profiles for insights, and hyper-personalized engagements in real time? Listen to this episode to get the answers! This is Part 3 of our new three part series on Data-Driven Customer Experience including:- Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud- Sheryl Kingstone, Head of CX & Commerce at 451 Research- Adrian Nash, Head of Strategy at SAP Customer Experience Looking for a solution that can help you deliver relevance and personalization at every in-person and digital touch point across channels? Download this solution brief to learn about next-generation customer data platforms. Article of the week: Failure is the key to success

Viewed through the narrow lens of technology solutions, a digital transformation amounts to little more than a buzzword. But when viewed as a cross-functional strategy with the goal of delivering a market-differentiating customer experience, the opportunities are limitless. Join us in this episode to discover how to put the customer at the center of your business in today’s digital economy. This is Part 2 of our new three part series on Data-Driven Customer Experience including:- Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud- Sheryl Kingstone, Head of CX & Commerce at 451 Research- Adrian Nash, Head of Strategy at SAP Customer Experience Want to explore the benefits of a data-driven customer experience strategy? Download this research report from Oxford Economics. Article of the week: Best Examples of B2B eCommerce - Companies winning the game

Why do some businesses succeed at establishing rich, long-term customer relationships, while others struggle? It comes down to their ability to understand, engage with, and deliver to customers in the digital-first economy. This is Part 1 of our new three part series on Data-Driven Customer Experience including:- Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud- Sheryl Kingstone, Head of CX & Commerce at 451 Research- Adrian Nash, Head of Strategy at SAP Customer Experience Want more insights from Sheryl Kingstone on the power of personalization? Download this free analyst report! Article of the week: How a customer data platform unlocks the power of personalization

It’s easy for distribution leaders to let inadequate pricing and sales practices go unnoticed, leading to unnecessary revenue and margin loss in the midst of fierce competitors, fluctuating demand, product proliferation and volatile costs. Addressing just five factors can help you reclaim those lost opportunities.Today's guests include:- Magnus Meier, Vice President and Global Head, Wholesale Distribution Business Unit at SAP- Barrett Thompson, General Manager of Commercial Excellence at Zilliant- Lindsay Duran, CMO at Zilliant Relevant Links2020 Global B2B Benchmarking ReportMagnus on LinkedInBarrett on LinkedInLindsay on LinkedInCustomer-Centric Companies: Where Culture Eclipses Technology If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.

Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksKai Herzberger on LinkedIn Rick Hobbs on LinkedIn Learn more about Facebook ShopsLearn more about SAP Commerce

Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksJody Fales on LinkedIn Brian Ballard on LinkedIn [email protected]@SAP_CX Learn more about AnixterLearn more about AvatriaFollow Avatria on LinkedIn and Twitter

Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksThe Economist Intelligence ReportLisa James on LinkedInAbout Last Night: Drunk shopping drives $45B for e-commerce

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksPhilip on LinkedInTROY - Debt Collection as a Service10 Brands with the Best Customer Service

Want more insights into effective data activation strategies? Check out this new research report from 451 Research, part of Global Market Intelligence. Download the report for free!Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining

Presented by The Future of Commerce, where you can stay ahead of customer experience and commerce trends with daily updates that are informational, educational, and entertaining.Links:The Continuity Commerce PlaybookSubscription Business Models: Start small, plan big, reap rewards

If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements. Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes are released.

If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements. Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the B2C Marketing series are released.

If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements. Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the B2C Marketing series are released.

If you’re interested in attending the SAP CX Live event to explore best practices on delivering personal, trusted, and connected customer experiences, just follow the link below.Let us know what you think of the episode by leaving us a review!LinksLearn more about SAP CX LiveMilene Flores on LinkedInJorge Baron on LinkedInUnlocking Customer Data

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksThi on LinkedInThi on Twitter beyond #DigitalFitRateCelonis: Digital FIT Rate

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksBo on LinkedInBo's WebsiteBo's YouTube ChannelGallup ReportThe Scrum GuideWhat Scrum is *REALLY* about

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksKatrin on LinkedINCuriosity at MerckCuriosity Self-TestTraining your CuriosityCuriosity Report 2018Future Talks PodcastWorlds of CuriosityMerck Curiosity MissionChristian on LinkedIN

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksSamantha on LinkedINwww.samanthakris.comPodcast: The CatalystTEDx talkBossing Up CommunityProsci: Thea ADKAR Model

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksGeoff on LinkedINYell WebsiteYell BlogYell App

If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.LinksThomas on LinkedInBringing Mindfulness into the Corporate WorldSAP Global Mindfulness PracticePeter Bostelmann, Chief Mindfulness Officer, SAP(SIYLI ) Search Inside Yourself Leadership Institute

We’ve merged efforts with the team from The Art of CX podcast to bring you Customer Corner, a series of unplugged conversations focused on the challenges and transformations going on in the corner offices of the world, from the folks sitting at the desk.In our first episode of the Customer Corner series, we’re learning how Frucor Suntory, one of the leading drink manufacturers and sellers in Australasia, has used their ongoing digital transformation to stay ahead during the pandemic. About our guestsFernando Battaglia is the Value Stream Manager at Frucor Suntory. As a value stream manager, he works with the commercial and consumer marketing teams to develop digital platforms and digital systems that support the business and support the people working in the business to interact with consumers and customers.Nick Wood is the dedicated host of Customer Corner, and the former host of The Art of CX and Labs Talk podcasts.Alfred Bonilla is the co-host for this episode. He is the Head of SAP Japan for SAP Customer Experience. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.

It’s episode two of our new Commerce Reimagined series, dedicated entirely to analysis on all things commerce. Simon Curd, Chief Product Owner within the SAP Commerce Group, helps us make sense of Headless Commerce.If you want to learn more about headless commerce, check out the video here: Headless Commerce Presented by the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.

Welcome to the first episode of our new Commerce Reimagined series. These episodes are dedicated entirely to everything you need to know about digital commerce. To kick off the series, we’re tackling the topic of digital commerce in B2B operations. People across the world responsible for business to business operations are facing the challenge to consumerize, going from a transactional mindset to an experiential. Apurva Pangam, Principal at Deloitte joins us to discuss. AP and I cover what this transition from transactional to experiential looks like, the benefits and challenges of consumerizing and the role ecommerce plays in this, and steps you can take today no matter where you are in the process.If you want to learn more about digital commerce in a B2B environment, follow the link here where you can find a Harvard Business Review report on Transforming B2B Customer Experience. Also if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the Commerce Reimagined series are released.

We’re back! Obviously summer isn’t over, but our summer break is! We gave it our best shot at getting a tan, taking two naps a day and living off popsicles, and now we’re back with new episodes. We’ll kick off with a couple of new series. Over the next few weeks you’ll hear a new series focused solely on commerce topics called “Commerce Reimagined”, as well as a mini-series with Forrester on B2B Marketing trends. And of course we’ll have our usual variety of customer experience topics that you’ve come to expect from us. Subscribe now if you haven’t already so you’re prepared and leave us a review with your feedback so you have a clear conscious if you feel led to do so, and we’ll talk to you again soon!Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

Welcome to The Future of Commerce Podcast, here's what you can expect.

As summer vacations begin, we’ll be taking a quick break over the summer as well to prepare for the second half of the year. In the meantime, feel free to catch up on any episodes you haven’t tried so far, or re-listen to one of your favorites. Plus, you can always find great articles on the topics we get our inspiration from on our site, www.future-of-commerce.com. Stay safe, and we’ll talk soon!

We want to take the steps to improve our digital customer experience, but how do we take a step back and understand what we need to improve? You’ll recognize today’s guest from our previous episode "Above The Fold: Key commerce trends you need to know" Branwell Moffat is the Director of CX Consulting at KPS Digital. We took the chance to dive deeper with Branwell into how we can get a better understanding of where we’re at digitally as a company, so that we can truly prioritize where we should focus our customer experience efforts. Branwell outlines how they do this with their customers, but more importantly what things we can do on our own. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

For thousands of years now, people have been selling things to each other. We’ve only been selling to each other digitally for about 40 of those years. Yet just over the last four months due to COVID 19 and life shifts we’ve all made because of it, digital commerce has seen years worth of growth in four months. We’re using this episode to help you take a pause from the day to day madness of digital commerce and reflect on what’s going on to try get a better understanding of where it’s headed so you can prepare. To discuss the key trends in digital commerce today, we gathered three extremely valuable perspectives: - Branwell Moffat, Director of CX Consulting at KPS Digital - Kaleigh Moore, Co-Founder of Lumen Ventures - Riad Hijal, Head of Commerce Strategy and Product Management at SAP Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19. *Statistics referenced from "COVID-19 Commerce Insight" an Emarsys initiative in cooperation with GoodData

Every business has been affected in some way over the last two months, but none more so than Healthcare. Not only from the perspective of the phenomenal workers administering care, but from the leaders having to make decisions on how to run the business to best serve patients and workers. Decisions which aren’t easy, but can be made more effectively when have an idea of those patients and workers’ feelings and immediate needs. We continue our series on leadership during uncertainty as Jennifer Wright provides great insight on the impact of customer experience in healthcare, and how she’s adjusting her strategies to be as effective as possible for customers and the business. Jennifer is the Director of Experience Analytics at Magellan Health, which is known for it's expertise in complex healthcare challenges, where she’s leading a massive transformation of the CX program, overhauling the approach to customer analytics and setting new corporate standards and governance. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

We continue our series on leadership during uncertainty. When things become uncertain, what’s the first thing we look for? Answers. We’ll look anywhere, online on forum websites we’ve never heard of, over the phone talking to an agent we don’t know, or on the driveway talking to a neighbor we don’t like. How do you ensure exceptional service to answer those questions not only in times of uncertainty, but in any situation? Rosetta Lue joins me to share her personal experience. Rosetta is Principal Consultant at GovCXP, and has served as Chief Customer Experience Officer for the City of Philadelphia as well as Senior Executive at the US Department of Veteran Affairs. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

As we continue to navigate the new norm of social distancing and remote work, one thing hasn’t changed. We have to eat. Brush our teeth. Wash our hands and do all these things which still require grocery shopping. This need to shop, mixed with the need to stay parked on your couch, has quickly changed the grocery industry. Bill Bishop, Chief Architect at Brick Meets Click, provides insight on the evolving world of grocery. If you don’t know Bill, his day to day at Brick Meets Click focuses on analyzing the forces driving change in food and grocery retailing and providing practical guidance on how to respond effectively. He was the Vice President of Research at the Supermarket Institute (now FMI), founded Willard Bishop Consulting and led major studies on new store formats, pricing strategy, direct store delivery, and loyalty marketing. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

Supply chain, work from home reality, crisis management: Highlights and valuable insights from the week of March 27, 2020. David Valejo, VP of Digital Business Planning at SAP discussed Amanda Magee, Principal at Trampoline Design, shares how her business has been affected by COVID-19 and provides insight on how they've pivoted how they work to continue to provide customers with the service they need. Stephanie Thum, Founding Principal at Practical CX, shares her personal experience of effective communication as we continue our series on leadership during uncertainty. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

Communication…a task that seems like a simple thing to do. But iIn the workplace, 57% of employees report not being given clear directions and 69% of managers are not comfortable communicating with the employees in general according an Interact study. Add in a business crisis that’s grabbing your attention in 20 other areas while employees are looking for direction and real insight, and communication becomes even more important! But how do we do it? Stephanie Thum joins to share her personal experience of effective communication as we continue our series on leadership during uncertainty. Stephanie was leading CX during a time of crisis for a government agency during a high-profile, targeted political shutdown that involved a six-month stoppage of service to customers. She’s currently the Founding Principal at Practical CX, and actually provided the inspiration for this series. Find her on Twitter: @stephaniethum or on Instagram: @sthumCX. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.