During a keynote address on May 18, SAP CEO Bill McDermott (pictured) summed up the latter as “empathy.”
“Everything has to start with empathy for the end user and the experience they are getting from your company,” McDermott said.
“We feel strongly that design thinking and innovation is the way forward. So we truly have to understand that every encounter with our customers means we have to understand their customers,” he continued. “We have to make the world run better, we have to improve people’s lives one customer at a time, and that’s the commitment I give to you today.”