, experience is now the organizing principle of the global economy.
“Every CEO I meet is trying to solve the experience gap…the difference between what people expect and what they actually receive. This is a $1.6 trillion problem because frustrated people will look elsewhere for a better experience.”agrees there’s a “visible scope for mutual benefit” to be gleaned from SAP’s bold creation of the XM category:
SAP claims around 413,000 customers, while Qualtrics has a mere 9,000 or so. Revenue synergies can be questionable, but when a much smaller company’s products — especially scalable cloud-based ones — can be inserted into the marketing channels of a far larger entity, top-line gains seem less far-fetched.
“As human expectations have evolved, businesses – more than ever – must design experiences that start with human needs rather than customer needs in order to forge genuine connections that result in loyalty and bottom-line growth," said Scott Mager, principal, Deloitte Consulting LLP and leader of the U.S. advertising, marketing and commerce offering.
"We need to stop treating people as 9-to-5 pieces of the capital pie, and think about the whole human experience," said Thrive Global’s Ruslan Tovbulatov.