Sapphire 2019: McDermott dubs Qualtrics ‘elixir for cultural change’

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This is an excerpt from Computer Weekly's article following the recent pressure on SAP with regards to indirect access.

At SapphireNow 2019 in Orlando, Florida, CEO Bill McDermott said the gap between what consumers expect and get makes up a $1.6tn economic problem addressed by SAP’s Qualtrics acquisition.

At SapphireNow 2019, SAP chief executive Bill McDermott claimed that the supplier’s $8bn Qualtrics acquisition addresses a $1.6tn global economic problem – an “experience gap” between what customers want and what they get.

He said Qualtrics’ focus on so-called “X data” – experience data – and SAP’s traditional focus on operational data – “O data” – conjoins what it calls “intelligent enterprise with experience management”.

At a press and analyst question and answer session following his opening conference keynote, he described Qualtrics’ survey software as an “elixir for cultural change”.

In a press statement, the company said it had released 10 services made possible by the Qualtrics acquisition that combine experience with operational data over four areas – customer, employee, product and brand.

The offerings – four for customer experience, three for employee experience and three in market research – are said to embed data into applications, such as its customer resource management (CRM), enterprise resource planning (ERP) or human capital management (HCM) systems, “to drive continuous action and improvement”.

“We want everyone to remember their Xs and Os. Experience management is the new frontier for the world’s best-run businesses,” said McDermott.

Ryan Smith, co-founder and CEO of Qualtrics, said: “We live in the experience economy where organisations are either intentionally racing to the top or unknowingly racing to the bottom.

“The difference between the companies that will win is they understand how X-data and O-data work together to tell the story of what is happening in an organisation, why it’s happening and how to act in real time to deliver breakthrough business results.”

Indirect licensing kerfuffle laid to rest?

Meanwhile, in relation to the experience of SAP’s own customers with respect to the thorny matter of indirect licensing – where user organisations are charged for using SAP software in tandem with software from other suppliers – the company has made a muted announcement that could indicate some progress.

Read full article via Computer Weekly

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