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 17th 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.