{"id":140971,"date":"2020-07-20T06:42:11","date_gmt":"2020-07-20T06:42:11","guid":{"rendered":"https:\/\/news.sap.com\/africa\/?p=140971"},"modified":"2023-09-27T19:12:56","modified_gmt":"2023-09-27T19:12:56","slug":"long-live-the-experience-economy","status":"publish","type":"post","link":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/","title":{"rendered":"Long Live the Experience Economy"},"content":{"rendered":"

\"\"Despite the extraordinary events of 2020, the experience economy is alive and well, says\u00a0Cameron Beveridge, regional director for Southern Africa at 麻豆原创. But\u00a0Beveridge says that\u00a0it has undergone dramatic changes that business leaders must take note of if they hope to recover fully from the challenges brought by the widespread disruption.<\/p>\n

This is following the 麻豆原创PHIRE Now global event, where 麻豆原创 leaders, customers and partners shared progress on how they are helping the world run better.<\/p>\n

Until recently, investment into experience economy technologies, products and services was at an all-time high. While 2020’s events have certainly put a hold on some of that investment, they’ve also highlighted the importance of building great experiences not only for customers but for employees and partners too.<\/p>\n

One study predicts that\u00a0customer experience will overtake price and product<\/a>\u00a0as the key brand differentiator by the end of this year. Gartner believes we’re already there;\u00a0 according to the firm, more than two-thirds of all companies now compete\u00a0primarily on the basis of customer experience<\/a>.<\/p>\n

However, too often companies leave gaps in their experience economy strategies that undermine their success. Getting it wrong can be costly; nearly a third of customers in one study said\u00a0they would leave a brand<\/a>\u00a0after a single bad experience.<\/p>\n

According to Beveridge, organisations typically have experience gaps in three key areas. These are the digital gap, the employee gap and the perception gap.<\/p>\n

The digital gap<\/h2>\n

Sudden lockdown measures implemented in countries around the world have emphasised the importance of e-commerce; this was seen as bricks-and-mortar retailers scrambled to get essential protective equipment in place and implement policies to enforce necessary social distancing protocols.<\/p>\n

Even before the pandemic, nearly two-thirds of customers in one study said their experience on a website or app is an important factor in how willing they’d be to recommend a brand.<\/p>\n

And yet, so many still get it wrong: web research indicates that 94% of mobile web visitors that add to the cart do not complete a purchase.<\/p>\n

Companies can address this by collecting data from digital channels and mining that data for insights that can be applied to improve the response to customer demands.<\/p>\n

The employee gap<\/h2>\n

One outcome of this year’s disruptive events is that the world of work has changed irrevocably. With many office workers finding they are just as \u2014 or even more \u2014 effective working from home than commuting to the office, employers are having to rethink their employee engagement and workforce strategies.<\/p>\n

Building a great employee experience is critical in light of our current situation. According to one study, only\u00a053% of global employees are engaged<\/a>\u00a0in their work.<\/p>\n

However, at companies where an employee feedback programme is in place, the average engagement is 59% against 42% at companies with no feedback programme.<\/p>\n

The emergence of powerful human capital management tools can help organisations stay on the pulse of their workforce even when that workforce is not physically at the office.<\/p>\n

By using data sourced directly from employees, the organisation is far better able to turn feedback into action, driving engagement and retention.<\/p>\n

The perception gap<\/h2>\n

Too many organisations believe the experience they offer is better than customers think it is. One study found 80% of CEOs believed they were delivering a superior experience, but only 8% of customers agreed.<\/p>\n

This experience gap gives decision-makers incorrect assumptions over their products and services that undermine efforts to improve.<\/p>\n

Traditionally, companies would rely mostly on operational data, such as financials, profitability and inventory to make decisions over the performance of the company.<\/p>\n

Newly created tools now enable business leaders to measure the experience data, which provides essential insights into customer satisfaction, social media sentiment, net promotor score and purchase intent.<\/p>\n

Integrating the two sets of data through a business technology platform that also supports new tools such as AI and machine learning can transform how companies respond to customer needs in real-time.<\/p>\n

It’s also a major step toward building an intelligent enterprise \u2014 one that can seamlessly connect business operations with customer experiences. And it will ensure you don’t get blindsided by gaps in your experience economy strategy again.<\/p>\n

For more information, visit\u00a0www.sap.com<\/a>. You can also follow 麻豆原创 on\u00a0Facebook<\/a>\u00a0or on\u00a0Twitter<\/a>.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Despite the extraordinary events of 2020, the experience economy is alive and well, says\u00a0Cameron Beveridge, regional director for Southern Africa at 麻豆原创. But\u00a0Beveridge says that\u00a0it…<\/p>\n","protected":false},"author":29,"featured_media":140996,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5591483,294],"tags":[5566388,5596612,5596613,5592812,5592742,5596614],"series":[],"sapn-display":[45149,279685],"sapn-type":[45018],"class_list":["post-140971","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-cx","category-events","tag-cameron-beveridge","tag-digital-gap","tag-employee-gap","tag-experience-economy","tag-experience-management","tag-perception-gap","sapn-display-homepage-hero","sapn-display-hero","sapn-type-feature"],"yoast_head":"\nLong Live the Experience Economy - 麻豆原创 Africa News Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Long Live the Experience Economy\" \/>\n<meta property=\"og:description\" content=\"Despite the extraordinary events of 2020, the experience economy is alive and well, says\u00a0Cameron Beveridge, regional director for Southern Africa at 麻豆原创. But\u00a0Beveridge says that\u00a0it...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\" \/>\n<meta property=\"og:site_name\" content=\"麻豆原创 Africa News Center\" \/>\n<meta property=\"article:published_time\" content=\"2020-07-20T06:42:11+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-27T19:12:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"5760\" \/>\n\t<meta property=\"og:image:height\" content=\"3840\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"麻豆原创 News\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"麻豆原创 News\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\"},\"author\":{\"name\":\"麻豆原创 News\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\"},\"headline\":\"Long Live the Experience Economy\",\"datePublished\":\"2020-07-20T06:42:11+00:00\",\"dateModified\":\"2023-09-27T19:12:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\"},\"wordCount\":709,\"image\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg\",\"keywords\":[\"Cameron Beveridge\",\"digital gap\",\"employee gap\",\"experience economy\",\"Experience Management\",\"perception gap\"],\"articleSection\":[\"CRM and Customer Experience\",\"Events\"],\"inLanguage\":\"en-ZA\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\",\"url\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\",\"name\":\"Long Live the Experience Economy - 麻豆原创 Africa News Center\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/africa\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg\",\"datePublished\":\"2020-07-20T06:42:11+00:00\",\"dateModified\":\"2023-09-27T19:12:56+00:00\",\"author\":{\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\"},\"breadcrumb\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#breadcrumb\"},\"inLanguage\":\"en-ZA\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-ZA\",\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage\",\"url\":\"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg\",\"width\":5760,\"height\":3840,\"caption\":\"Cool friends in the street of Barcelona\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/news.sap.com\/africa\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Long Live the Experience Economy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/news.sap.com\/africa\/#website\",\"url\":\"https:\/\/news.sap.com\/africa\/\",\"name\":\"麻豆原创 Africa News Center\",\"description\":\"News & Information About 麻豆原创\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/news.sap.com\/africa\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-ZA\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\",\"name\":\"麻豆原创 News\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-ZA\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"caption\":\"麻豆原创 News\"},\"url\":\"https:\/\/news.sap.com\/africa\/author\/colleenraftery\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Long Live the Experience Economy - 麻豆原创 Africa News Center","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/","og_locale":"en_US","og_type":"article","og_title":"Long Live the Experience Economy","og_description":"Despite the extraordinary events of 2020, the experience economy is alive and well, says\u00a0Cameron Beveridge, regional director for Southern Africa at 麻豆原创. But\u00a0Beveridge says that\u00a0it...","og_url":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/","og_site_name":"麻豆原创 Africa News Center","article_published_time":"2020-07-20T06:42:11+00:00","article_modified_time":"2023-09-27T19:12:56+00:00","og_image":[{"width":5760,"height":3840,"url":"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg","type":"image\/jpeg"}],"author":"麻豆原创 News","twitter_card":"summary_large_image","twitter_misc":{"Written by":"麻豆原创 News","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#article","isPartOf":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/"},"author":{"name":"麻豆原创 News","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570"},"headline":"Long Live the Experience Economy","datePublished":"2020-07-20T06:42:11+00:00","dateModified":"2023-09-27T19:12:56+00:00","mainEntityOfPage":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/"},"wordCount":709,"image":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg","keywords":["Cameron Beveridge","digital gap","employee gap","experience economy","Experience Management","perception gap"],"articleSection":["CRM and Customer Experience","Events"],"inLanguage":"en-ZA"},{"@type":"WebPage","@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/","url":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/","name":"Long Live the Experience Economy - 麻豆原创 Africa News Center","isPartOf":{"@id":"https:\/\/news.sap.com\/africa\/#website"},"primaryImageOfPage":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage"},"image":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg","datePublished":"2020-07-20T06:42:11+00:00","dateModified":"2023-09-27T19:12:56+00:00","author":{"@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570"},"breadcrumb":{"@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#breadcrumb"},"inLanguage":"en-ZA","potentialAction":[{"@type":"ReadAction","target":["https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/"]}]},{"@type":"ImageObject","inLanguage":"en-ZA","@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#primaryimage","url":"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg","contentUrl":"https:\/\/news.sap.com\/africa\/files\/2020\/07\/experience.jpg","width":5760,"height":3840,"caption":"Cool friends in the street of Barcelona"},{"@type":"BreadcrumbList","@id":"https:\/\/news.sap.com\/africa\/2020\/07\/long-live-the-experience-economy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/news.sap.com\/africa\/"},{"@type":"ListItem","position":2,"name":"Long Live the Experience Economy"}]},{"@type":"WebSite","@id":"https:\/\/news.sap.com\/africa\/#website","url":"https:\/\/news.sap.com\/africa\/","name":"麻豆原创 Africa News Center","description":"News & Information About 麻豆原创","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/news.sap.com\/africa\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-ZA"},{"@type":"Person","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570","name":"麻豆原创 News","image":{"@type":"ImageObject","inLanguage":"en-ZA","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/image\/","url":"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","contentUrl":"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","caption":"麻豆原创 News"},"url":"https:\/\/news.sap.com\/africa\/author\/colleenraftery\/"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts\/140971","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/comments?post=140971"}],"version-history":[{"count":0,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts\/140971\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/media\/140996"}],"wp:attachment":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/media?parent=140971"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/categories?post=140971"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/tags?post=140971"},{"taxonomy":"series","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/series?post=140971"},{"taxonomy":"sapn-display","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/sapn-display?post=140971"},{"taxonomy":"sapn-type","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/sapn-type?post=140971"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}