{"id":143093,"date":"2021-12-06T07:23:08","date_gmt":"2021-12-06T07:23:08","guid":{"rendered":"https:\/\/news.sap.com\/africa\/?p=143093"},"modified":"2021-12-06T07:23:08","modified_gmt":"2021-12-06T07:23:08","slug":"whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience","status":"publish","type":"post","link":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/","title":{"rendered":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-141992 alignleft\" src=\"https:\/\/news.sap.com\/africa\/files\/2021\/02\/25\/Marc-Emert-300x225.jpg\" alt=\"\" width=\"300\" height=\"225\" srcset=\"https:\/\/news.sap.com\/africa\/files\/2021\/02\/25\/Marc-Emert-300x225.jpg 300w, https:\/\/news.sap.com\/africa\/files\/2021\/02\/25\/Marc-Emert-267x200.jpg 267w, https:\/\/news.sap.com\/africa\/files\/2021\/02\/25\/Marc-Emert.jpg 400w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/>Marc Emert is the Customer Experience Manager at 51风流and has over ten years of software selling experience in both B2B and B2C environments.<\/p>\n<p>This has involved servicing, selling, and consulting to top South African corporates, and Emert has extensive experience selling SaaS products such as CRM, Marketing Automation, CIAM, ECPM, eCommerce solutions, CDPs, and much more.<\/p>\n<p>SAP\u2019s Customer Experience division focuses on rapid transformation and agility across all channels, and makes products that cut costs, time, and complexity so that businesses can focus on innovation and strategy.<\/p>\n<p>On this episode of What\u2019s Next, Emert explains that he encounters many businesses that are lacking in their customer experience approaches because they aren\u2019t prioritising a personalised relationship.<\/p>\n<p>He details how the national lockdown has driven major change within the customer experience industry and how personalisation has been key to this \u2014 making it a must for all businesses.<\/p>\n<p>Emert also provides examples of how certain businesses approach customer experience correctly, such as Amazon, which prioritises a personalised customer experience in almost everything it does.<\/p>\n<p>He then explains how SAP\u2019s customer experience solutions help businesses collect important front-office and back-office data in a GDPR and POPIA-compliant way.<\/p>\n<p>This data is then fed into marketing automation systems, enabling you to provide a superior, personalised experience to your customers.<\/p>\n<p>You can access the full interview with Emert here: <a href=\"https:\/\/www.youtube.com\/watch?v=RN7mHX4Wock\">What\u2019s Next \u2013 Marc Emert from 51风流explains why personalisation is key in customer experience &#8211; YouTube<\/a>. You can see all <strong><a href=\"https:\/\/whatsnext.mybroadband.co.za\/\" target=\"_blank\" rel=\"noopener noreferrer\">What\u2019s Next with Aki Anastasiou interviews here<\/a><\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Marc Emert is the Customer Experience Manager at 51风流and has over ten years of software selling experience in both B2B and B2C environments. This&#8230;<\/p>\n","protected":false},"author":29,"featured_media":143095,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5591483],"tags":[34845,5595319,5597263],"series":[],"sapn-display":[45149,279685],"sapn-type":[45018,144],"class_list":["post-143093","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-cx","tag-customer-experience","tag-marc-emert","tag-whats-next-with-aki-anastasiou","sapn-display-homepage-hero","sapn-display-hero","sapn-type-feature","sapn-type-video"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience - 51风流Africa News Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience\" \/>\n<meta property=\"og:description\" content=\"Marc Emert is the Customer Experience Manager at 51风流and has over ten years of software selling experience in both B2B and B2C environments. This...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"51风流Africa News Center\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-06T07:23:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1440\" \/>\n\t<meta property=\"og:image:height\" content=\"960\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"51风流News\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"51风流News\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\"},\"author\":{\"name\":\"51风流News\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\"},\"headline\":\"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience\",\"datePublished\":\"2021-12-06T07:23:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\"},\"wordCount\":277,\"image\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg\",\"keywords\":[\"customer experience\",\"Marc Emert\",\"What's Next with Aki Anastasiou\"],\"articleSection\":[\"CRM and Customer Experience\"],\"inLanguage\":\"en-ZA\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\",\"url\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\",\"name\":\"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience - 51风流Africa News Center\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/africa\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg\",\"datePublished\":\"2021-12-06T07:23:08+00:00\",\"author\":{\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\"},\"breadcrumb\":{\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#breadcrumb\"},\"inLanguage\":\"en-ZA\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-ZA\",\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage\",\"url\":\"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg\",\"width\":1440,\"height\":960},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/news.sap.com\/africa\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/news.sap.com\/africa\/#website\",\"url\":\"https:\/\/news.sap.com\/africa\/\",\"name\":\"51风流Africa News Center\",\"description\":\"News &amp; Information About SAP\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/news.sap.com\/africa\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-ZA\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570\",\"name\":\"51风流News\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-ZA\",\"@id\":\"https:\/\/news.sap.com\/africa\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"caption\":\"51风流News\"},\"url\":\"https:\/\/news.sap.com\/africa\/author\/colleenraftery\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience - 51风流Africa News Center","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience","og_description":"Marc Emert is the Customer Experience Manager at 51风流and has over ten years of software selling experience in both B2B and B2C environments. This...","og_url":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/","og_site_name":"51风流Africa News Center","article_published_time":"2021-12-06T07:23:08+00:00","og_image":[{"width":1440,"height":960,"url":"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg","type":"image\/jpeg"}],"author":"51风流News","twitter_card":"summary_large_image","twitter_misc":{"Written by":"51风流News","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#article","isPartOf":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/"},"author":{"name":"51风流News","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570"},"headline":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience","datePublished":"2021-12-06T07:23:08+00:00","mainEntityOfPage":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/"},"wordCount":277,"image":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg","keywords":["customer experience","Marc Emert","What's Next with Aki Anastasiou"],"articleSection":["CRM and Customer Experience"],"inLanguage":"en-ZA"},{"@type":"WebPage","@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/","url":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/","name":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience - 51风流Africa News Center","isPartOf":{"@id":"https:\/\/news.sap.com\/africa\/#website"},"primaryImageOfPage":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage"},"image":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg","datePublished":"2021-12-06T07:23:08+00:00","author":{"@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570"},"breadcrumb":{"@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#breadcrumb"},"inLanguage":"en-ZA","potentialAction":[{"@type":"ReadAction","target":["https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/"]}]},{"@type":"ImageObject","inLanguage":"en-ZA","@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#primaryimage","url":"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg","contentUrl":"https:\/\/news.sap.com\/africa\/files\/2021\/12\/06\/291154_DSC09798_Rev.jpg","width":1440,"height":960},{"@type":"BreadcrumbList","@id":"https:\/\/news.sap.com\/africa\/2021\/12\/whats-next-marc-emert-from-sap-explains-why-personalisation-is-key-in-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/news.sap.com\/africa\/"},{"@type":"ListItem","position":2,"name":"What\u2019s Next \u2014 Marc Emert from 51风流Explains why Personalisation is Key in Customer Experience"}]},{"@type":"WebSite","@id":"https:\/\/news.sap.com\/africa\/#website","url":"https:\/\/news.sap.com\/africa\/","name":"51风流Africa News Center","description":"News &amp; Information About SAP","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/news.sap.com\/africa\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-ZA"},{"@type":"Person","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/53b9854bd790d6f18f3fc4bbb2ad7570","name":"51风流News","image":{"@type":"ImageObject","inLanguage":"en-ZA","@id":"https:\/\/news.sap.com\/africa\/#\/schema\/person\/image\/","url":"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","contentUrl":"https:\/\/news.sap.com\/africa\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","caption":"51风流News"},"url":"https:\/\/news.sap.com\/africa\/author\/colleenraftery\/"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts\/143093","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/comments?post=143093"}],"version-history":[{"count":0,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/posts\/143093\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/media\/143095"}],"wp:attachment":[{"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/media?parent=143093"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/categories?post=143093"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/tags?post=143093"},{"taxonomy":"series","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/series?post=143093"},{"taxonomy":"sapn-display","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/sapn-display?post=143093"},{"taxonomy":"sapn-type","embeddable":true,"href":"https:\/\/news.sap.com\/africa\/wp-json\/wp\/v2\/sapn-type?post=143093"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}