The auto indus­try is fac­ing unprece­dent­ed change: ride/­car-shar­ing, elec­tri­fi­ca­tion, autonomous, new own­er­ship mod­els, and more. Each rep­re­sent huge chal­lenges for an indus­try not known for being nim­ble and able to quick­ly rein­vent itself.

Win­ning will require brands to be obsessed with the expe­ri­ences they deliv­er. Dif­fer­en­ti­a­tion on prod­uct alone is no longer enough. Com­pet­i­tive advan­tage in the age of mobil­i­ty will be deter­mined by expe­ri­ences enabled, not fea­tures delivered.

Now more than ever, cus­tomers want their mobil­i­ty expe­ri­ences to be seam­less exten­sions of their lives. New entrants, some with their roots in Sil­i­con Val­ley, under­stand this and are design­ing their busi­ness mod­els to remove much of the fric­tion inher­ent in today’s auto­mo­tive oper­at­ing models.

David Min­gle, VP of glob­al auto­mo­tive indus­tries at Qualtrics, will dis­cuss how today’s auto­mo­tive brands and the mobil­i­ty com­pa­nies of the future can learn to lis­ten to their cus­tomers and employ­ees, trans­late those insights into dif­fer­en­ti­at­ed expe­ri­ences, build more intel­li­gent and respon­sive enter­pris­es, and deliv­er bet­ter busi­ness out­comes and share­hold­er value.

Key take­aways:

• Expe­ri­ence mat­ters. Brands that win in CX out­per­form their peers.

• Win­ning mobil­i­ty expe­ri­ences must deliv­er con­ve­nience and trust.

• Brands must devel­op real-time, data-dri­ven capa­bil­i­ty to act on cus­tomer insight.