Nicky Elsner
Nicky Elsner is a User Experience Expert at SAP, responsible for ensuring the perspective of the customer sits at the center of experience design. Fundamental to her work is continuous global customer research – going into the field and learning directly from customers about their evolving needs and expectations. Nicky codifies and socializes these customer insights via SAP’s Customer Experience Map, a framework for representing customer needs, expectations, and behaviors across the customer lifecycle, which is based entirely on her customer research efforts. During her 25 years with SAP, Nicky has been passionate about strategic outside-in perspectives, having spent her early years at SAP with Market Intelligence before focusing solely on strategic user experience for the past 15 years. Nicky continues to monitor customer evolution to help keep SAP current on real-time market changes and remains a champion of customer-centric practices to help SAP better deliver value to customers.
