He attributes this shift to global connectivity in addition to the actual driving experience. “Customers don’t just want to integrate their digital life seamlessly into their vehicle; they also expect us to offer options, both for the vehicle purchase and during the use phase, that are tailored to them personally.”
Digitalisation — the buzzword for 2020 — still remains a hot topic even in the automobile business where brands like BMW have begun to pivot to focus on creating the industry’s best customer experience for a burgeoning online audience.
“Our customers buy and use their vehicles differently today than they did in the past,” observed Pieter Nota, member of the Board of Management for BMW AG, Customer, Brands and Sales.
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