11:30-12:15pm Fireside Chat
Companies of all shapes and sizes have invested considerably in technologies to help them understand their customers better and more in depth with the aim of providing a superior customer experience. However, as industries strive to form a more complete picture of customer preferences and behaviors, they continue to rely on decaying survey-based measurement tools that for years have formed the foundation of CX efforts.
In today’s digital world, leading automotive brands are taking advantage of the wealth of consumer data being generated, captured and available to them. With the right technologies, unstructured data can now be monitored, tracked, and measured to identify CX issues and opportunities in real time, which can help brands better understand their customer interactions and preempt issues in the customer journey.
George Dubinsky, National Owner Loyalty Manager (former) – Subaru
Ali Fawaz, Managing Director, Head of Global Automotive Strategy - Reputation
Gray Scott, Chief Marketing Officer – Cardinale Automotive Group