Why ‘Hope’ Is Not a CX Strategy | SAP Spotlight on ANZ Tech | Episode 1

Real stories. Expert reactions. No fluff. When a customer is frustrated, the next five minutes can make or break your brand. In this episode of SAP Spotlight on ANZ Tech, Jess hits the streets to hear real customer wins and fails, then gets quick, practical reactions from two customer experience experts (Scott and Scott). You will hear what helps in the moment: acknowledgment, empathy, and clear ownership, so you can move from damage control to trust-building fast. You will also unpack a simple idea that is easy to overlook: hope is not a strategy. When teams rely on hope instead of a repeatable response, customers feel it and loyalty can slip away. This short episode is a useful reset for anyone working in customer service, marketing, or CX leadership who wants to reduce churn, protect brand trust, and create more consistent outcomes across channels. 👉 Get the Australian Engagement Report to see the data and start driving a difference in your customer strategy: https://sap.to/6058B6m5yM" Follow us on social: LinkedIn: https://sap.to/6059B6m5y3 Instagram: https://sap.to/6050B6m5yO Facebook: https://sap.to/6051B6m5yP Threads: https://sap.to/6052B6m5yu About SAP: As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6053B6m5yR #CustomerExperience #CustomerLoyalty #SAP