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.