learning to succeed in the digital world
TRANSCRIPT
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Chris Dwyer, Head of Education, SAP South East AsiaOctober 2016
Learning to Succeed in the Digital WorldPublic
3© 2016 SAP SE or an SAP affiliate company. All rights reserved.
$1 Trillionwill be added to ASEAN GDP by 2025
DIGITAL ECONOMY IN ASEAN
$88 Billione-commerce spend per annum by 2025
Source: AT Kearney; Temasek & Google
DIGITAL IS CONNECTING ASEAN
Source: Bain & Co; GSMA Intelligence, WeAreSocial
259 million Internet Users
234 millionSocial Media
Users
288 millionUnique Mobile
Subscribers
150 millionDigital
Consumers
THE DIGITAL DIVIDEND FOR DELIGHTED CUSTOMERS
Source: Bain & Co, Watermark Consulting
50%more spend from referred consumers than the referring consumer
67%more spend from repeat consumers
35ppbetter stock returns for customer experience leaders
THE 2016 SOUTHEAST ASIASAP DIGITAL EXPERIENCE REPORT
METHODOLOGY AND SAMPLE SIZE
QUESTIONNAIRECOVERAGE
SATISFACTION WITH DIGITAL EXPERIENCE (BY INDUSTRY)SATISFACTION WITH DIGITAL EXPERIENCE FOR INDIVIDUAL COMPANIES
NET PROMOTER SCORE®
LOYALTY
x3623
9,375 DX INTERACTIONS
AND243 BRANDS RATED
RESPONDENTS COMPLETED A 15 MINUTE ONLINE SURVEY RATING
UP TO 3 INDUSTRIES EACH
Male 50%Female 50%18-24 years 16%25-29 years 11%30-34 years 11%35-39 years 11%40-44 years 10%45-49 years 9%50-54 years 8%55-59 years 7%60+ years 16% RETAIL
UTILITIES
BANKING
TELCO
MEDIA & ENTERTAINMENT
ALL RESPONDENTS HAD SOME KIND OF DIGITAL
EXPERIENCE WITH AT LEAST ONE OF THESE INDUSTRIES:
SATISFACTION WITH DIGITAL EXPERIENCE (GENERAL)
47%DELIGHTED
20%UNSATISFIE
DTHE ASEAN-5
DX
27%
Digital Gap
70%NPS
-67%
NPS
74%LOYAL
8%LOYAL
Gap Matters
CUSTOMERS WILL DISCLOSE INFORMATION IF DELIGHTED
60% Buying Preference
Health or Medical Records
Personal Finances
46%44%
TOP 3 DX ATTRIBUTES THAT MATTER TO ASEAN-5 CONSUMERS
SecureIs safe and secure
AvailableAvailable anytime on my terms
SimpleCohesive, integrated and simple
58%49%46%
SAP Digital Experience Report 2016
33 %AMBIVALENT
5 Countries – SG, MY, ID, TH, PH | 3.6K Consumers | 9.3K Digital Interactions | 243 Brands
How will this affect my business?
“change at a speed, scale and force unlike anything we’ve experienced before”
“radical system-wide innovation”
“business models of each and every industry will be transformed”
Adoption = Business Outcomes
Proc
essTechnology
People
Implementing a Digital Strategy
What do you need for digital success?
EngagementInnovationAgility
Understanding the Nature of LearningThink about your most memorable learning experience.
When/where did it take place?1. In a classroom?2. Talking to someone?3. Performing a task?
Understanding the Nature of Learning
10% Formal
20% Social
70%Experiential
Our Upcoming Sessions
EngagementInnovationAgility
Thank you Contact information:
Chris DwyerHead of EducationSAP South East Asia+65 6664 [email protected]