"From the customer's perspective it felt like dealing with multiple companies wearing the same logo. Marketing sends a "We miss you!" email the day after a frustrating support call. Sales doesn't know the customer has already watched a demo. In-store purchase history is invisible to the ecommerce team. No continuity. No memory. No relationship."
"Engage with SAP Online is a free, half-day virtual event built for leaders who are done optimizing channels in isolation and ready to rethink how their organizations build and sustain customer relationships."
"Mark Ritson, professor, founder of MiniMBA, and arguably the most no-nonsense voice in marketing today, delivers the keynote: "Trends Shaping Customer Experience: What's Real, What's Not, and What Matters Most Now." He'll unpack why loyalty can no longer live in marketing alone and what leaders need to do about it."
Most organizations have built marketing around isolated channels—email, social, in-store, ecommerce—each with separate teams, metrics, and success measures. While this structure appeared productive internally, customers experience fragmentation: marketing sends retention messages after poor support interactions, sales lacks awareness of completed demos, and purchase history remains siloed. This lack of continuity and memory undermines genuine customer relationships. The Engage with SAP Online event on March 11, 2026, addresses this challenge by bringing together marketing, CX, and customer engagement leaders to rethink organizational approaches to building and sustaining relationships. The event features insights from the SAP Engagement Index and keynote speaker Mark Ritson, who examines shifting customer behavior and why loyalty requires integration beyond marketing departments.
#customer-relationship-management #omnichannel-marketing #customer-experience #marketing-organization #customer-loyalty
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