ARTHUR GOLDSTUCK: Bridging the gap in the experience economy

16 June 2019 - 00:05 By Arthur Goldstuck

The gap between companies' perceptions of their customers' satisfaction and the reality is no mere crack in their facades; it is a vast gulf. Research by Bain & Co showed that 80% of large enterprises felt they provide a great experience, but, when the customers of these companies were surveyed, only 8% agreed.

Bridging this massive gap was a key theme of this week's Saphila congress, a biennial event held at Sun City at which users of SAP enterprise resource planning (ERP) systems discuss software trends...

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