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.