The Authenticity Challenge: How to Build Loyalty, Improve CX, and Create a Competitive Advantage
The current car buying experience is fundamentally flawed, and owning a personal vehicle can be stressful and frustrating. Traditional pricing and negotiation practices have shattered consumer trust. The brand experience is often inconsistent across channels, and CSAT surveys and other tracking studies are frequently missing critical information. In the era of Amazon and Zappos setting high consumer expectations, the result is a sub-par customer experience and an evolving consumer base that loves cars, but hates buying them. In this session, automotive industry veteran Paula Skier and customer intelligence expert Scott Miller will share the strategies and tactics that some of the world’s most recognized brands rely on to accurately map and enhance the customer journey to build enduring trust with customers.
About Scott Miller
Scott Miller is CEO of Vision Critical, a provider of customer relationship intelligence software that helps companies improve customer relationships to increase customer lifetime value. Since joining Vision Critical in 2012, Scott has led the company’s transformation from a combined software and services organization focused on market research to a modern software-as-a service company with an expanded market focus to support customer-centric enterprises across multiple functions, including marketing, customer experience, and product innovation.
Scott joined Vision Critical from Synovate North America, where as CEO he had led the business to industry-leading growth through company-wide alignment on client sales and delivery. Prior to his role as CEO of Synovate NA, he spent 20 years in the automotive market research industry, first as partner and later as CEO of Synovate Motoresearch, a business that advised most of the world’s major automotive manufacturers.
In addition to his role as CEO, Scott represents the Vision Critical executive team on the company’s Board of Directors.
About Paula Skier
Paula Skier brings over 20 years of automotive industry experience to her current role as Director, Automotive at Vision Critical. She is responsible for expanding customer intelligence solutions to automotive clients across North America, enabling them to make informed, customer-centric decisions that help grow their business. Prior to joining Vision Critical, Paula spent over 15 years at R.L. Polk & Co., now IHS Markit. There, she held a variety of positions from Managing Director, Eastern Region OEM account team, to Director of Digital Product Strategy. Most recently, Paula served as Director, Enterprise Relationships at Motortrak from 2013-2016, where she led the North American account team that managed over 800 dealer websites.
Paula holds a Diploma in Direct Marketing from New York University and a Bachelor of Music from Syracuse University, where she graduated Summa cum Laude as the Valedictorian, College of Visual & Performing Arts. She currently serves as Principal Flute in the Ramsey Wind Symphony and lives in NJ with her husband, twins and Labradoodle.