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EXPEERIENCE

By: Paula Hansen SAP Customer Experience Chief Revenue Officer
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  • Summary

  • Welcome to the ExPEERience podcast, where leaders in the field of world-class Customer Experience (CX) share insights on how to differentiate your brand by delivering exceptional experiences. 

    Listen in on the dynamic conversation as host Paula Hansen, SAP Customer Experience Chief Revenue Officer, captures the stories, expertise and practical advice of thought leaders, executives and futurists who are defining the CX of tomorrow. Hear about advancements in technology that are helping to redefine customer experience and learn how your peers are leveraging new ideas to transform business today.

    The podcast is presented by SAP, the world’s largest provider of enterprise application software.
    © 2021, All rights reserved.
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Episodes
  • Welcome to ExPEERience!

    Welcome to ExPEERience!
    Oct 7 2020

    What does it mean to deliver an exceptional customer experience? Is it possible to build amazing experiences before engaging with customers? And how can you anticipate your customers’ future needs and preferences, so you can evolve your CX efforts to meet their ever-changing needs?

    Hi, I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and I’m thrilled to bring to you a brand new podcast. I call it ExPEERience, with an emphasis on “peer,” because this is a series that will sound like the kind of conversation you have with your peers, your colleagues, those individuals who are as passionate about the future of CX as you are. I know you’re going to love it.

    Joining me on each episode of ExPEERience will be a collection of world-class Customer Experience leaders, you’ll hear stories of how business were transformed when they put great CX at the heart of their strategies. ExPEERience, with me, Paula Hansen, launches this fall. Subscribe now, so you don’t miss a single episode.
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    2 mins
  • Why Customer Experience Is So Important for Your Brand

    Why Customer Experience Is So Important for Your Brand
    Apr 12 2021
    Let’s start with the very foundation of customer experience: How do you define customer experience? Where does customer experience fit in the long list of your company’s priorities, like having a great product or a compelling price point? And what defines a great customer experience leader?To help answer these questions, I invited a few exceptional customer experience leaders to join me on this journey. Here is just a taste of what you’ll get in this episode:Shep Hyken, the Chief Amazement Officer at Shepard Presentations, makes it clear that experience is every touch-point the customer has with a brand, regLet’s start with the very foundation of customer experience: How do you define customer experience? Where does customer experience fit in the long list of your company’s priorities, like having a great product or a compelling price point? And what defines a great customer experience leader?To help answer these questions, I invited a few exceptional customer experience leaders to join me on this journey. Here is just a taste of what you’ll get in this episode:Shep Hyken, the Chief Amazement Officer at Shepard Presentations, makes it clear that experience is every touch-point the customer has with a brand, regardless of how big or small.Greg Chapman, of The Pocket CMO, explains it’s the combination of customer touch-points and user experience events that define CX in our customers’ eyes. Jon Picoult, of Watermark Consulting, says that price and product are closely intertwined and integral parts of the customer experience.Dan Gingiss, CX coach and keynote speaker, shares both price and product have been commoditized, and brands can only rely on experience as their differentiating factor.Jay Baer, of Convince and Convert, tells us that CX is the “tie-breaker” with customers gravitating toward the brand that delivers better customer experience than their competition.Frances Frei, professor at Harvard Business School, says businesses can focus on both profitability and CX, but only if they do so in the correct order. Blake Morgan, a customer experience futurist, says that it has become much easier for customers to switch brands and the concept of brand loyalty is much different today.And that’s just a start!On the next episode of ExPEERience, we’ll explore what great CX looks like. How do you know what your customers want or anticipate what they might want in the future? How can you measure if your CX strategy is working and how do you go from good to great?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.
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    27 mins
  • How to Move Your Customer Experience from Good to Great

    How to Move Your Customer Experience from Good to Great
    Apr 12 2021
    In this episode, we’re doubling down on what it takes to make not just good customer experiences, but great ones. How your brand can move from merely satisfying customers to delighting them. And how you can create experiences that aren’t just pleasant, but truly remarkable.To unpack the myriad initiatives a brand might take, I sat down with a few experts and thought leaders to dig deep into what great CX looks like—or rather, what great CX feels like to customers. Here’s a sampling of what they shared with me:Steve Bayliss, brand expert and Chief Creative Officer for Sky in New Zealand, says that small innovations that show your customers that you're thinking about them because you care can be one of the most powerful accelerators in the shift from good to great.Dan Gingiss, CX coach and keynote speaker, thinks too many companies fail to take the first step of becoming a customer of their own company, which is what leads to inadvertent, but annoying customer experiences.Greg Chapman, of The Pocket CMO, shares six ways to earn your customers’ praise and deliver a great experience through an acronym that cleverly spells out the word “PRAISE”.Brett Frazer, Vice President of Customer Service at Sunbasket, details how his company integrates the voice of the customer on an individualized basis to make rapid changes and keep delighting customers.Jay Baer, of Convince and Convert, says that counterintuitively the secret is for brands to think small, coming up with and applying very specific choices to start seeing immediate CX improvements.Jon Picoult, of Watermark Consulting, suggests companies known for great CX recognize they are not just in the business of creating great customer experiences; they are in the business of creating great customer memories.And that’s just the start!On the next episode of ExPEERience, we explore how community intersects with customer experience. Join me as we examine how the creation of a community can have a revolutionary effect on your customer experience, from building loyalty, to turning customers into advocates, and even fueling product innovation. You won’t want to miss it.I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening. 
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    30 mins
Economics
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