As automotive brands are becoming more holistic mobility providers, they reassess and reinvent their digital customer experience. And rightly so. Rising customer expectations towards digital and changes in buying behavior are pushing the industry. New players challenge the status quo. Smart technologies enable holistic experience management.
Digital services, built around the vehicle, cater to direct customer interactions and transactions, including e-commerce & engagement opportunities. To thrive, automotive and mobility brands embrace a new perception of customer value that transcends the vehicle. They are becoming tech companies.
But those great experiences need to be professionally envisioned & meticulously designed. Connecting the dots towards truly seamless digital customer journeys is a wicked task, as it involves change in workflows, organisation, new resources, skills and close partnerships.
Leading tech companies like IBM lately established large digital design teams, new methods and a sustainable culture of design to develop such digital experiences at speed and scale.
Marko Thorhauer, Executive Creative Director of IBM’s digital consultancy IBM iX shares approaches, trends, best practices, tools and accelerators that can help car makers to gain a competitive edge with digital customer experience.
This Top-Level Keynote is presented by IBM.