Suzanne Gray

General Manager, Group Customer Strategy, BMW Group UK LTD

Suzanne is General Manager, Group Customer Strategy at BMW Group. She is responsible for developing a customer experience that lives up to the expectations of premium brand customers. With more and more customers researching their car purchases and seeking aftersales customer support online, BMW invested in knowledge management, a key part of its overall digital transformation. 

Suzanne will describe how BMW provides a single source of knowledge to its staff and customers alike, across all touchpoints, and how its knowledge management (KM) implementation has undergone a phased roll-out, starting with the Customer Interaction Centre, then moving to web self-service and now, internally. 

CX Europe 2019 · November 14 – 15 · InterContinental London

InterContinental London — The O2
1 Waterview Drive
London SE10 0TW, United Kingdom
+44 20-8463-6868
Hotel website | Group Rate

Take advantage of our team discount by using discount code 3FORR2 for 3 tickets for the price of 2!