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Your email address will not be published. What is that? That means that I'm responsible for all of our customer-facing products like wsj.com all the way through to Factiva and kind of everything in between. CFOs first have to understand what the organization can afford to invest in and how to finance it―and then effectively communicate to shareholders what the organization is doing and why. All rights reserved. ... Wall Street Journal Custom Content is a unit of The Wall Street Journal advertising department. You need to maintain very quick cycles of sensing and adapting early on, while holding back on locking into a long-term direction until ongoing patterns emerge and persist. How do you extract that level of information from them so that you can ultimately shape an experience that is going to be the one that they expect time and time again? Thomas Saueressig, chief information officer at SAP, tells CXOTalk how disruption in information technologies has led to serving customers with a global centralized cloud infrastructure. You have to truly understand that and understand that well. I think that's the price, that's the opportunity of getting it right. Yeah, I'm doing well. Today, The Wall Street Journal launches a brand new vertical, The Experience Report, which will share news and analysis on how experiences — the interactions with products, brands, and companies — drive business success. Each one of those experiences has to complement and build on each other. Feature Article Michael Krigsman: Okay. SAP SE CFO Luka Mucic, a 20 year veteran of the company and a member of its executive board, says the pace of the company’s software development cycle is … The bottom line: Stay focused on people as you head back to business. What transformational priorities is this crisis surfacing for SAP and customer companies, and what does that mean for CFOs? Michael Krigsman: What advice do you have for organizations that want to cultivate this kind of great customer experience that you've been talking about? Latest from “Experience Report” in The Wall Street Journal. For non-personal use or to order multiple copies, please contact Dow Jones Reprints at 1-800-843-0008 or visit www.djreprints.com. That understanding accelerates action—which is a major asset in times of crisis—and it allows us to address major challenges almost as soon as they arise. Brown: Like most companies, we have focused on ways we can adapt to the fast pace of change, especially in technology. What do they like? John F. Kennedy once noted that, “The Chinese use two brush strokes to write the word ‘crisis.’ One brush stroke stands for danger; the other for opportunity.” During this path to a new normal, don’t just aim to recover. This copy is for your personal, non-commercial use only. What is the purpose of your products? An error has occurred, please try again later. The participation of Thack Brown in this article is solely for educational purposes based on his knowledge of the subject, and the views expressed by him are solely his own. If you come out of these three phases doing exactly what you were doing before, then you will likely fall behind. The foremost lesson I took from that experience in crisis management is the importance of quickly establishing clear priorities for the organization. The Wall Street Journal news organization was not involved in the creation of this content. Utilizing partnerships with other leaders, particularly CFO Anthony Coletta, is also an important part of my leadership approach. Wall Street Journal Custom Content is a unit of The Wall Street Journal … Follow us on Twitter That is so much what companies are focused on solving, achieving, and opening up opportunities for. I’ve made it a priority to get finance involved in initiatives and new projects early, starting with developing the investment thesis. Cathy Engelbert, Commissioner of the Women’s NBA (WNBA) and Alicia Tillman, Chief Marketing Officer of SAP, offer advice on this topic. I think that that's the key and, certainly, the way in which SAP has operated to be sure that we are meeting and exceeding all of the service requirements that today's consumers have. The Experience Report will provide insights about experience through news, interviews, explanatory journalism and videos. SAP is the most popular and advanced ERP system on the market. When they come to us as a prospective customer, what do they need to learn about? Are they reading it on their mobile device? Renewables Gain Ground in Quest for Clean Energy, CFOs Evaluate Real Estate for Strategic Alignment, deploying finance tools using cloud computing and in-memory database technology. I think that is always a challenge because, actually, the consumer is the same consumer. That would be my kind of advice. How do you get closer to that? This unique collaboration serves as a cutting-edge resource for understanding the world of XM. About Deloitte: Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. Thank you. Our SAP.iO Foundry New York has just launched a new cohort focused on automotive, retail, and manufacturing . Customer experience and experience management are among the most important topics in business today. Ramin Beheshti: Alicia covered quite a lot of the cultural aspects. Customer experience (CX), experience management, and the experience economy point to customer satisfaction and delight as crucial parts of business. Michael Krigsman: Ramin, final thoughts and advice for business leaders who want to put into practice the lessons that you and Alicia have discussed today. It's wonderful to see you again. Dies ist ein Text-Widget. It's your reason for being. A close partnership between the business and finance organizations is helping SAP’s operations manage disruptions caused by the COVID-19 pandemic, says Thack Brown, COO of SAP North America. A weekly update will be emailed to subscribers every Wednesday, delving deeper into analysis and insight on how companies optimize data, design, and technology to drive success with consumers and employees. Feature Article Informiere mich über neue Beiträge per E-Mail. You expect a world-class experience wherever you're asking the Wall Street Journal. ( Abmelden /  You have to understand what are all those touchpoints that a customer, a prospective customer has with your brand. Trage deine Daten unten ein oder klicke ein Icon um dich einzuloggen: Du kommentierst mit Deinem WordPress.com-Konto. With the array of customers that we have, they all want slightly different things. CxOTalk offers in-depth discussions on CXO issues including leadership, managing disruption, and digital transformation with the world's top performers in business, technology, education and government.

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