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Chris Dwyer, Head of Education, SAP South East AsiaOctober 2016

Learning to Succeed in the Digital WorldPublic

3© 2016 SAP SE or an SAP affiliate company. All rights reserved.

$1 Trillionwill be added to ASEAN GDP by 2025

DIGITAL ECONOMY IN ASEAN

$88 Billione-commerce spend per annum by 2025

Source: AT Kearney; Temasek & Google

DIGITAL IS CONNECTING ASEAN

Source: Bain & Co; GSMA Intelligence, WeAreSocial

259 million Internet Users

234 millionSocial Media

Users

288 millionUnique Mobile

Subscribers

150 millionDigital

Consumers

THE DIGITAL DIVIDEND FOR DELIGHTED CUSTOMERS

Source: Bain & Co, Watermark Consulting

50%more spend from referred consumers than the referring consumer

67%more spend from repeat consumers

35ppbetter stock returns for customer experience leaders

THE 2016 SOUTHEAST ASIASAP DIGITAL EXPERIENCE REPORT

METHODOLOGY AND SAMPLE SIZE

QUESTIONNAIRECOVERAGE

SATISFACTION WITH DIGITAL EXPERIENCE (BY INDUSTRY)SATISFACTION WITH DIGITAL EXPERIENCE FOR INDIVIDUAL COMPANIES

NET PROMOTER SCORE®

LOYALTY

x3623

9,375 DX INTERACTIONS

AND243 BRANDS RATED

RESPONDENTS COMPLETED A 15 MINUTE ONLINE SURVEY RATING

UP TO 3 INDUSTRIES EACH

Male 50%Female 50%18-24 years 16%25-29 years 11%30-34 years 11%35-39 years 11%40-44 years 10%45-49 years 9%50-54 years 8%55-59 years 7%60+ years 16% RETAIL

UTILITIES

BANKING

TELCO

MEDIA & ENTERTAINMENT

ALL RESPONDENTS HAD SOME KIND OF DIGITAL

EXPERIENCE WITH AT LEAST ONE OF THESE INDUSTRIES:

SATISFACTION WITH DIGITAL EXPERIENCE (GENERAL)

47%DELIGHTED

20%UNSATISFIE

DTHE ASEAN-5

DX

27%

Digital Gap

70%NPS

-67%

NPS

74%LOYAL

8%LOYAL

Gap Matters

CUSTOMERS WILL DISCLOSE INFORMATION IF DELIGHTED

60% Buying Preference

Health or Medical Records

Personal Finances

46%44%

TOP 3 DX ATTRIBUTES THAT MATTER TO ASEAN-5 CONSUMERS

SecureIs safe and secure

AvailableAvailable anytime on my terms

SimpleCohesive, integrated and simple

58%49%46%

SAP Digital Experience Report 2016

33 %AMBIVALENT

5 Countries – SG, MY, ID, TH, PH | 3.6K Consumers | 9.3K Digital Interactions | 243 Brands

How will this affect my business?

“change at a speed, scale and force unlike anything we’ve experienced before”

“radical system-wide innovation”

“business models of each and every industry will be transformed”

Adoption = Business Outcomes

Proc

essTechnology

People

Implementing a Digital Strategy

What do you need for digital success?

EngagementInnovationAgility

Understanding the Nature of LearningThink about your most memorable learning experience.

When/where did it take place?1. In a classroom?2. Talking to someone?3. Performing a task?

Understanding the Nature of Learning

10% Formal

20% Social

70%Experiential

Our Upcoming Sessions

EngagementInnovationAgility

Thank you Contact information:

Chris DwyerHead of EducationSAP South East Asia+65 6664 4353chris.dwyer@sap.com