Digital Expectations and Transformation in the Automotive Space

You’re Invited

In this interactive executive roundtable, we’ll discuss how digital is transforming nearly every aspect of the automotive customer experience.  The current crisis is accelerating this trend by driving customer demand and acceptance for online buying and servicing options.  And vehicles are increasingly connected, enabling new digital experiences that have the potential to drive deeper customer engagement and open up new revenue streams.  Customer Care organizations are also challenged to provide effective self-service experiences to reduce both customer effort and support costs while improving overall satisfaction.  Our panel of experts and industry practitioners will discuss digital best practices and provide thought-leadership on how the industry can leverage digital to better engage their customers, drive sales, and improve brand loyalty.

Speakers

Amie Lindaas has more than 20 years of experience designing and conducting market research studies. She is currently the Senior Manager of Research and Insights at Cars.com where she focuses on understanding the consumer journey and path to purchase in automotive.

David Geisinger is a Managing Director at Deloitte Consulting LLP and helps lead Experience Management for Advertising, Marketing, and Commerce within Deloitte Digital. He works alongside many talented individuals that help drive meaningful solutions for clients, including work in consumer experience, data and insights, content creation, digital media, and technology-based engagement platforms. With more than 25 years’ experience working for agency, technology, and consulting companies, David brings a powerful mix of advise, implement and operate experience to bear. 

David Mingle, Global Automotive Industry Leader for Qualtrics, has broad leadership experience and passion for customer experience transformation. He has a successful track record of managing teams through rapid business growth, culture and organizational change, and M&A. David has deep business knowledge developed from a combination of general management and executive positions in large corporate environments and small, entrepreneurial businesses including customer experience transformation, CRM lead management, and digital marketing.

Elizabeth ErkenBrack, Qualtrics’ Head of Customer Experience Solution Strategy for the Midwest, is an exceptional CX strategic leader and Linguistic & Media Anthropology PhD. She brings a unique combination of executive-level business insight strategy and delivery, an elite research education, and unparalleled interpersonal skills.

Juliana Holterhaus is a Principal Research Consultant on the Qualtrics XM Scientist Team. She has extensive experience in digital strategy and digital experience research. She worked across solutions such as voice of the customer (VoC), brand health and communications (online reputation management), product and service innovation, healthcare, and retail strategy. Juliana currently sits on the Board of Directors for the Marketing Research International Institute (MRII). Juliana earned her PhD in Psychology and Decision Sciences at Columbia University.

Qualtrics is the world’s leading insights platform used by thousands of enterprises to uncover critical insights they need to develop and launch breakthrough products, services, and experiences.

Agenda

Times listed in PT.

10:00 AM
Welcome

10:05 AM
Digital Trends in Automotive

10:15 AM
Best Practices Roundtable with Guest Speakers from Cars.com and Deloitte Digital

10:35 AM
Facilitated Discussion

10:55 AM
Key Takeaways

11:00 AM
Closing Remarks