Unleash “Empathy as a Service” and Unlock Your Full Loyalty Potential
To win in today’s hyper-distributed environment, innovative brands like Ford and their Ford and Lincoln dealers are shifting their focus from simply building, selling, financing, and servicing the best vehicles to creating extraordinary, next-generation experiences – delivering “moments that matter” where a consumer can’t help but sit up and pay attention. But staying relevant is difficult, especially as vehicle owners are bombarded with messages, offers, and alerts everywhere they turn. Real-time technologies and streaming data can help brands rise above the noise – but only if they’re willing to change how they think about customer relationships.
In this session, we’ll showcase how Ford and Lincoln dealers, working in conjunction with the OEM, are unleashing “empathy as a service” to truly embrace customer needs, activate their data, and monetize automotive loyalty. You’ll learn how they’re leveraging advanced AI and real-time decisioning to personalize every lifecycle experience –including new requirements for virtual retailing and touchless delivery – to ensure every interaction adds value, wherever and whenever it occurs.
Andrew LeClair is the Sr. Product Marketing Manager for the Decision Sciences division at Pegasystems, accelerating Pega’s portfolio of marketing technology, decision management, and customer engagement solutions. Before joining Pega, Andrew was the lead Marketing Investment Benchmark Analyst in IDC’s CMO Advisory Service and previously was the Manager of Commercial Programs at Wyman-Gordon.
Andrew holds degrees in Economic Sociology and Cultural Anthropology, and graduated Suma Cum Laude from James Madison University. Aside from a diehard Boston sports fan, Andrew is an avid golfer, foodie, and craft beer enthusiast.