The notion of the cus­tomer expe­ri­ence (CX) has been rad­i­cal­ly shift­ing over the last decade. Not only has e‑commerce quick­ly gained trac­tion, but orga­ni­za­tions are also plac­ing a high empha­sis on the qual­i­ty of cus­tomer expe­ri­ence. Over the past year, we’ve seen more changes in the CX space, as orga­ni­za­tion have adapt­ed to hur­dles and bar­ri­ers imposed by COVID-19. Things like QR codes and curb­side pick­up have steadi­ly become more commonplace. 

ASUG recent­ly had the oppor­tu­ni­ty to talk with Bob Stutz, pres­i­dent of SAP CX, to talk about the changes he’s see­ing in the field, the effect of COVID-19, the future of CX, and what SAP CX is doing to help customers. 

ASUG: You have a very diverse back­ground. What are your past pro­fes­sion­al expe­ri­ences and what is your cur­rent role? 

Bob: At 16 years old, I dropped out of high school and hitch­hiked around the coun­try until I joined the army on my 17^th birth­day and shipped off that same day to Fort Dix, New Jer­sey, to start basic train­ing. I spent 22 years in the mil­i­tary before get­ting into the tech field. Out of the mil­i­tary, I joined Sybase as a direc­tor of engi­neer­ing, and after a few years I left to join Siebel Sys­tems where I was respon­si­ble for build­ing the indus­tries and became head of appli­ca­tion engineering.