Shared values are becoming a foundation of the customer brand relationship. In this episode of SAP Spotlight on ANZ Tech, Jess asks what makes people loyal to a brand, and one answer comes through clearly: ethics and vision. From sustainability to environmental responsibility, customers increasingly expect brands to stand for something and back it up with action.

Our customer experience experts, Scott and Scott, unpack why values-led loyalty is powerful, and why it is also complex. Aligning organizational principles with consumer preferences is not a one-time campaign. It requires a nuanced understanding of what different audiences care about, what you can credibly emphasize, and how you communicate it consistently across channels.

You will also hear why smaller, niche brands are winning right now. They often build their identity around a focused mission and use social-first tactics to get that message out in a way that feels authentic. The takeaway for larger organizations is not to copy the style, but to learn the discipline: sharpen the message, stay consistent, and build the systems and practices that support trust at scale.

👉 If you want to turn purpose into a customer strategy rooted in insight, download the Consumer Products Report for Australia here: https://emarsys.com/consumer-products-engagement-report-2025-australia/
👉 Download our Consumer Products Report for Australia to learn how to weave purpose into your customer strategy: https://emarsys.com/consumer-products-engagement-report-2025-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-”

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As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html

#CustomerExperience #Sustainability #SAP

A great customer experience starts with a promise and ends with a delivery.

In this episode of SAP Spotlight on ANZ Tech, we look at why the “back of house” matters just as much as the front of house. Smooth checkout and friendly service can win the sale, but inventory accuracy, fulfillment, and returns often decide whether a customer comes back. When those operations break down, loyalty can disappear fast.

Scott and Scott break down how everyday friction can quietly erode customer lifetime value. Think manual return processes that waste time, “in-stock” messages that are wrong, and policies that do not match what customers were promised. The lesson is clear: the experience customers remember is the one that happens after they click “buy.”

You will also hear why loyalty is more than points and perks. Strong loyalty is built when customers can trust what a brand says, what it ships, and how it resolves issues. That includes balancing great front-of-house engagement with the operational reality needed to deliver it consistently, plus a quick case study on how personalized loyalty can work in the hotel industry when execution is solid.

👉 Get our Omnichannel Loyalty Guide to build loyalty that feels human across every channel: https://sap.to/6052B6mdBA

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6057B6md8B

#CustomerExperience #CustomerLoyalty #SAP

There is a fine line between a helpful recommendation and an invasion of privacy. In this episode of SAP Spotlight on ANZ Tech, we explore how to use AI-powered personalization in a way that feels relevant to customers without overstepping.

Jess asks people when personalization crosses the line from helpful to creepy, and why targeted experiences can feel uncomfortable when it seems like brands know too much. Then our customer experience experts, Scott and Scott, break down what separates smart personalization from trust-breaking tactics. The takeaway is simple: relevance is powerful, but informed consent and data security are the foundation of long-term customer trust.

You will also hear why a data breach is the ultimate trust-killer. Once customer data leaks, confidence is hard to regain. If your team is building personalization programs, this episode is a practical reminder to balance value with transparency, and to treat trust as a core metric, not a nice-to-have.

👉 Get our Personalisation Playbook to build a strategy rooted in trust: https://emarsys.com/learn/white-papers/personalization-playbook/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html

#CustomerExperience #CustomerLoyalty #SAP

How do you turn a frustrated customer into a brand advocate really quickly? It starts with understanding, not just answering.

In this episode of SAP Spotlight on ANZ Tech, we dig into one of the most important moments in the entire customer journey: the first response. When something goes wrong, customers want to feel heard fast, and they want progress toward a real fix. A quick reply that misses the point can make things worse. A thoughtful first response that shows context, ownership, and a clear next step can change the tone of the relationship in minutes.

Our customer experience experts, Scott and Scott, explain why connected systems matter so much here. Customers get frustrated when they have to repeat themselves or re-share information you should already have, like purchase history, interaction timing, or previous case notes. That “repeat” moment signals that the experience is disconnected, and it makes customers feel like a ticket number instead of a person.

You will also hear how tying systems together can simplify feedback and speed resolution without cutting corners. When teams can see the full picture across channels, they can acknowledge the issue with context, ask fewer questions, and move straight to action. The result is less effort for the customer, faster time to resolution, and more opportunities to turn a complaint into loyalty.

👉 Download our Australian Engagement Report to turn engagement insights into retention wins: https://sap.to/6050B6me4g

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6055B6me4l

#CustomerExperience #CustomerService #SAP

Why do customers stop engaging even when nothing is wrong? Usually, it is because they have lost the reason to click.

In this episode of SAP Spotlight on ANZ Tech, Jess asks what drives customer silence, and the answer is refreshingly direct: too many brands send low-effort messages that do not add value. If a customer just bought shampoo, a “buy more shampoo” email a week later is not personalization. It is noise. Over time, that creates a click gap, where customers still purchase occasionally but stop opening emails, responding to texts, or engaging with the brand.

Our customer experience experts, Scott and Scott, unpack what better engagement looks like. First, make post-purchase outreach useful, timely, and relevant. Offer something that complements what the customer already bought, like conditioner or a refill reminder based on realistic usage. Second, broaden engagement beyond direct offers. Brands can build stronger relationships by connecting through community, shared values, ambassadors, and a clear vision that customers want to be part of.

The key is treating engagement as a two-way street. Test different content angles, learn what resonates, and use that feedback loop to earn attention rather than assume it. When brands give customers a genuine reason to click, engagement becomes a habit, not a chore.

👉 Download our AI in Retail Report to personalize retail experiences with trust built in: https://emarsys.com/learn/white-papers/ai-in-retail-report-in-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-”

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html

#CustomerExperience #RetailMarketing #SAP

IIs your loyalty program just “earn and burn,” or is it creating a real experience?

In this episode of SAP Spotlight on ANZ Tech, Jess asks a simple question: what makes someone loyal to a brand? The answer is not just points. It is also ease of use, and whether customers connect with the philosophy of the brand. If loyalty feels hard to manage or slow to redeem, people lose interest fast.

Our customer experience experts, Scott and Scott, explore why modern loyalty programs need to go beyond basic point aggregation. “Earn and burn” can be part of the formula, but it should drive meaningful behaviors and enhance the customer experience. That could mean discounts, but it can also mean access to something exclusive, like early invitations, events, or perks that feel genuinely relevant.

You will also hear a practical example of how brands are using data well. Instead of treating everyone the same, leading programs combine personalization with context, like inviting a customer to a new store opening near where they live. When it is done right, it feels thoughtful, not creepy, because the value is clear and the experience is tailored to real life.

If you are rethinking retention, this episode is a useful prompt: loyalty works best when it is easy, personal, and aligned with what customers actually value.

👉 Download the Customer Loyalty Index to explore the data behind what drives retention today: https://sap.to/6051B6mj2N

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6058B6mjN6

#CustomerExperience #CustomerLoyalty #SAP

What is the biggest issue with how brands engage online today? Sometimes, it is a simple lack of empathy.

In this episode of SAP Spotlight on ANZ Tech, Jess asks shoppers about their biggest frustration with online brand engagement. One theme comes through clearly: brands can be brilliant at selling, then fall apart after checkout. Missing tracking updates, unclear return steps, slow responses, and “free returns” that suddenly are not free can turn a great first impression into a lasting trust issue.

Our customer experience experts, Scott and Scott, break down why after-sales experience is a loyalty maker or breaker. Organizations spend heavily to win a customer, but the data and information needed to support customers already exists. The difference is whether teams use it to keep customers informed through email, SMS, or notifications so people know what is happening and what to do next.

You will also hear the “Mirror Test”: are you providing the experience you would want to receive? When brands treat customers like people rather than transactions, they resonate more. That means setting clear expectations, communicating proactively, and making returns and support feel simple, fair, and human.

👉 Download our Omnichannel Loyalty Guide to start putting empathy at the centre of your strategy: https://sap.to/6055B6meCW

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6053B6meCv

#CustomerExperience #CustomerLoyalty #SAP

When resolving a complaint, is a fast response or a high-quality resolution more important?

In this episode of SAP Spotlight on ANZ Tech, we unpack why this is not an either-or choice. Speed and quality work best as reinforcing factors. A fast response that does not actually solve the problem can damage trust. On the other hand, a thoughtful, high-quality fix that takes too long often feels like bad service. Customers want both: quick acknowledgment and a clear path to resolution.

Jess brings the question to the street, then our customer experience experts, Scott and Scott, explain what “good” looks like in practice. You will hear why speed matters most at the start, especially for confirmation, clarity, and next steps. You will also learn why quality becomes the differentiator when the situation is complex, emotional, or high-impact. The goal is consistency: repeatable service standards for simple cases, and extra care when the stakes are higher.

If you are building customer support or service operations, this episode is a useful framework for designing smarter routing, better triage, and more transparent communications. It is also a reminder that the right technology should help teams move faster without cutting corners and deliver better outcomes without adding friction.

👉 Download our AI in Retail Report to understand how to balance your service delivery with the right technology: https://emarsys.com/learn/white-papers/ai-in-retail-report-in-australia/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight-

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About SAP:
As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html

#CustomerExperience #CustomerService #SAP