Suzanne Gray, BMW - Changing Customer Expectations - Transversal customer summit 2016
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Suzanne Gray discusses changing customer expectations in the automotive industry, emphasizing the need for collaboration across teams to enhance customer experience. Key strategies include utilizing automated predictive CRM, self-service options, and transforming customer interactions to offer seamless online and offline services. The document outlines a unified vision for improving customer engagement through effective insights and cooperation within the organization.
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Suzanne Gray, BMW - Changing Customer Expectations - Transversal customer summit 2016
- 1. Suzanne Gray BMW Changing customer expectations
- 2. CHANGING CUSTOMER EXPECTATIONS. Suzanne Gray General Manager, Group Customer Strategy
- 6. Cars have an average utilisation rate of 4%. Source: Google / ZipCar
- 8. “Let’s get cracking” Video
- 14. THE BASICS.
- 15. ONE TEAM - WORKING TOGETHER FOR THE CUSTOMER. Group Customer Strategy Function Financial Services Business & Retail Partners ONE VisionInsights Collaboration / Co-ordination Enablers ONE CultureONE Steering ONE Roadmap Vehicle Business & Retail Partners
- 16. CUSTOMEREASE SOME KEY CUSTOMER INTERACTION BUILDING BLOCKS. AUTOMATED PREDICTIVE CRM EFFORTLESS EXCELLENCE CIC TRANSFORMATION SELF-SERVICE KNOWLEDGE REACT ONLINE RETAIL ANTICIPATE MY BMW SELF-SERVICES
- 17. SEAMLESSLY BLENDING ONLINE, CIC & RETAILER.
- 18. THANK YOU.