Video interview of Jonathan Becher, published May 17, 2016 by The Guardian
Customer experience in a key source of competitive differentiation in the digital economy. As new competitors and business models change an industry, established companies can adopt customer experience as a primary source of differentiation in the market. Because digital transformation goes beyond technology and product development into business model change, customer experience must play a central role for every digital business.
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In this video from CXOtalk, Jonathan Becher, chief digital officer of SAP, discusses the importance of customer experience in more detail.
Click here to watch the video.
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