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How to create a frictionless customer experience

Learn how businesses can navigate around this increased challenge in today’s digital economy landscape.

Gain first-hand knowledge from our expert panel on best practices and more

As businesses transform digitally, they face big challenges driven by mega-trends in the global marketplace, including: consumer demand for more seamless and relevant experiences across devices and channels in exchange for their data; an onslaught of new regional data protection and privacy regulations and the ever-changing policies of social networks and other identity providers (IdPs), and; increasing account takeover attacks and data breaches in the wake of poor password usage.

The recent Facebook and Cambridge Analytica data breach that affected about 50 million Facebook users is a tip of the iceberg in the whole notion of trusted and content-driven profile information. It’s certainly one that is not to be ignored; consumer advocates are calling for greater consumer protection in online media and right to privacy, as well as curbs on misinformation and propaganda.

So, how can businesses navigate around this increased challenge in today’s digital economy landscape, and more, create a frictionless experience for the customers? Join SAP Customer Experience in this virtual master class as we discuss the above in great detail and share best practices from organisations who have managed to do this right.

Meet the speakers

T.J. Chandler
Managing Director, APJ
Gigya, now a part of SAP

T.J. Chandler is currently Managing Director for the APAC-ANZ region of Gigya, now a part of SAP, where he is focused on major consumer-facing brands in travel, retail, entertainment, and media. He is motivated by what he calls the “Digital Reformation”—a literal re-forming of personal and commercial relationships driven by digital technology—and is eager to assist organizations in “finding their identity” in this new world. Prior to this role, he managed Gigya’s Global Services function across Asia, Australia, and the Western United States.

» Connect with T.J. on LinkedIn

Kosta Triantafillou
Product Evangelist, Center of Excellence for Marketing Solutions, APJ
SAP Customer Experience

Kosta is a Product Evangelist with SAP Customer Experience. With over 15 years of experience in the marketing and customer experience space, Kosta is an expert and thought leader in helping customers connect their end-to-end business strategies by adopting digital change. His expertise has helped numerous Enterprise and SMB customers transform their sales and marketing processes to significantly increase engagement, decrease spend, and drive growth via measurable ROI.

» Connect with Kosta on LinkedIn

Rita Marini
Sr. Director, Head of GTM Marketing, APJ & Greater China
SAP Customer Experience

Rita Marini views marketing and communication as an art in delivering authenticity effectively. As a strong advocate of authenticity, she continually seeks to challenge and innovate the way marketers communicate and engage audiences – to be genuine, inspiring, and relevant. With more than thirteen years of experience in integrated marketing, Rita appreciates and shares strong passion in the area of customer engagement and contextual marketing. Rita is based in Singapore, and is currently the Senior Director at SAP Customer Experience, responsible for the overall marketing strategy and programs for the APJ & Greater China region.

» Connect with Rita on LinkedIn

Claire Bertolus
Digital Product Manager
Australian Broadcasting Corporation (ABC)

Claire is a digital product manager with a strong focus on audience acquisition via personalisation. She takes a data-based approach to product strategy using a combination of audience insights, business requirements and user centred design to develop value. Having a track record of multidisciplinary teamwork and product ownership within the context of both Agile and Waterfall structures, Claire specialises in the creation of integrated user journeys and business workflows, always seeking to define the role of the product within the broader digital and offline context. She comes with extensive project management experience overseeing large scale implementation, training and rollouts.

» Connect with Claire on LinkedIn