Expectations, Education and Exceptional Experiences

I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando, Florida.

SAP Litmos offered a unique track to learning professionals who wanted to understand more about how training and development intersect with customer experience. I was also asked to interview some CX leaders (as pictured) to get the very latest insights into how intelligent enterprises are realizing that every moment matters, all along the customer journey, when it comes to building loyalty and earning advocacy.

I shared how I believe it all starts with expectations – does every person in your organization truly understand the customer experience you want to deliver? Does everyone in your organization understand the promise made to customers?

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