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.
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.