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BMW User Story

Digital transformation is happening across all sectors and it is having a radical impact on consumer behaviour and expectations.

The most obvious impact in the motor industry has been how customers research car and aftersales purchases and customer support. For BMW, this means that the online experience has to live up to the premium brand expectations of its customers.

With its three brands, BMW, MINI and Rolls-Royce, the BMW Group is the world’s leading premium manufacturer of automobiles and motorcycles and also provides premium financial and mobility services.

In this user story, we look at how BMW set out to find a platform able to provide a single source of knowledge to their staff and customers alike, across all touchpoints. We also look at how their resulting knowledge implementation is undergoing a phased roll-out, starting with the Customer Interaction Center, then moving to web self-service and ultimately the retail network.

“Providing an exceptional customer experience is crucial to the continued success of our business. Transversal’s proven technology and exemplary customer list gives us huge confidence and we’re looking forward to the future” General Manager, Group Customer Strategy BMW Group UK and Financial Services UK.

Suzanne Gray, General Manager Group Customer Strategy, describes the BMW knowledge journey at our 2018 client summit. See the presentation.

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