Presentation by Suzanne Gray from BMW about how the automotive retail landscape is changing in this digital era. Customer expectations have evolved and they expect better levels of customer services from all the businesses they interact with. BMW is rising to the challenge with the help of Prescience™ Self-Service Advisor from Transversal.

1. Suzanne Gray
BMW
Changing customer expectations

2. CHANGING CUSTOMER EXPECTATIONS.
Suzanne Gray
General Manager, Group Customer
Strategy

4. Source: Google

5. Source: Google

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.

19. Transversal
customer summit
June 2016