In The News2024-01-29T16:15:01-05:00
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How to Bridge the Gap between Automotive Marketing and CX Delivery

Ali Fawaz, General Manager & Senior Director, Worldwide Automotive chairs the VOC track at TLS Automotive CX Summit Series June 18-20th and will describe the trick to driving business from digital channels such as Google’s local pack and automotive review sites is to ensure your customers become local advocates by delivering the best-possible experience.


Automotive CX Summit — Get Inspired: The Power of Great Experiences!

Customer Experience is now the #1 business differentiator and companies are transforming their businesses through CX Management as they anticipate massive changes in the industry due to emerging technology and new entrants that are redefining how consumers shop, buy, own, use, and drive. The Automotive CX Summit addresses both the technology required to digitize and automate CX business processes and the strategies required to leverage data, customer insights, and cultural change.


A Better Experience, A Better Business: Managing Customer Experiences for Better Results

Hear a look at today’s customers, some misconceptions of Millennial and Gen Z customers and will how to hire for customer experience success. Ted Lancaster, Vice President, New Operations will also share his three (not so secret) secrets that if followed will provide exceptional experiences across all automotive divisions.


Customer Experience from Strategy to Implementation

#TLSummits A CX strategy is the bridge between vision and execution. However, even a great strategy doesn’t implement itself.  Angelina Autran, Global CX Change Manager, will walk us through how CAT has heightened the emphasis on the execution road map to operationalize the strategy and how they are seeing it through to a successful completion.


Delivering a Digital Car-Buying Experience Consumers Trust at LA Chrysler Dodge Jeep Ram

Consumers don’t want to buy cars solely based on dealer’s terms. They want to make purchases based upon their own research and terms they believe are fair. Dealer Principal Rinaldi Halim has created a process that ends the unproductive haggling occurs between car buyers and sellers. Hear the vision behind a new sales protocol that combines digital and human experiences to create what buyers want — trust.


The Importance of the Voice of the Customer in CX Transformation Efforts

CX is the #1 differentiator, but it’s hard to know where to start your transformation and how to prioritize your CX initiatives. The changes you make to your customer experience are only as good as the insights you receive from them. Learn best practices from Kristi Langdon, Head of Customer Experience at Daimler Trucks North America for gathering and synthesizing customer insights to help ensure focus and impact on CX initiatives.


Powering a More Intelligent Customer Experience

Mike Spadafore, ICI Product Innovation Manager at Ford discusses the operational issues needed to be resolved in order to have the institutional knowledge to achieve consistent success with AI/ML. This includes data curation, tool development, and extensive test and learn methodology before you can be on track to increase optimization and automation to ultimately drive sales!


Great CX at Mercedes-Benz is Based on People, Process, & Technology

Garth Blumenthal, Dealer Principal - Mercedes-Benz Temecula will explain how People, Process, & Technology merge to provide a world-class guest experience, which builds long term relationships with their clients. He’ll also review their floor and web traffic analysis and what metrics they measure to create effective, actionable insights.


Driving Growth Using a Holistic View of the Customer at Honda

Tim Woo, VP & Group Director of Research, Analytics & Insights at RPA, and Dejan Mitkovski, Head of Auto Analytics at Google, will share how Honda is improving the customer experience and driving growth by consolidating data across tiers to create a holistic view of the customer.


VVIP: Karma Breaks the Traditional CX Mold by Focusing on the Customer

Joost de Vries, VP - Global Sales & Customer Experience will walk through Karma Automotive’s quest to break the traditional CX mold by “ignoring” the vehicle and focusing intently on the customer. He’ll also explain how Karma is supporting this approach throughout the organization including CX budgeting using unique ROI metrics.


New for 2019: Tech Expo and expanded Auto CX Analytics & AI Summit agenda

Experience and Demo at Tech Expo at TLS Automotive CX Summit Series June 18th-20th: Audi and Amazon’s in-car voice CX with the e-tron vehicle display - Lexus mixed reality holographic display - Digital Air Strike demos Facebook Portal and Oculus Go - TruePic photo and video verification amongst others. Tech Expo spots still open.


Personalization, a Smarter Way to Merchandise

Dennis Berchulc, Head of VINReal Product at FordDirect will show how powering the best inventory solution for customers can extend past the website experience and be leveraged in very personal one to one messaging. This in turn helps convert shoppers and get them local fast through blending VIN specific imagery with dealer branding.


Automotive CX Summit – Dual Style to Customer Development?

Munzel believes automotive marketing will eventually lean strongly toward the Apple model, “where you have plenty of people who are buying online and never set foot in a dealership and you have plenty of people who do both — they research, buy online and go to the dealerships for other reasons or they go to the dealership only. Like, my mom is never going to go online.” / June 12, 2017

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