Thought Leadership Summits, Inc. (TLS) announces the agenda for the Automotive CX Summit on June 18-19 and the Auto CX Analytics & AI Summit on June 19-20. The sister summits are both being held at the Ritz-Carlton, Marina Del Rey, CA.
For the past 15 years, the Automotive CX Summit Series has been dedicated to helping the automotive industry create exceptional customer experiences by leveraging all things customer — enhancing and personalizing the shopping, buying and ownership experience.
The Automotive CX Summit Series itself demonstrates the power of a great experience, featuring two full agendas of inspiring thought leaders in an exclusive environment focused on high-quality peer interactions. The opportunity to learn how innovators from across the automotive ecosystem are creating breakthrough CX strategies and leveraging analytics and AI is not to be missed.
New for 2019 – Networking Tech Expo Featuring:
- Audi e-tron vehicle display with Amazon’s in-car voice CX
- Lexus Holobox virtual reality displays for experiential and retail applications
Automotive CX Summit (June 18–19):
Customer Experience is now the No. 1 business differentiator and companies are transforming their businesses through CX management as they anticipate massive changes in the industry due to emerging technology and new entrants that are redefining how consumers shop, buy, own, use and drive. The Automotive CX Summit addresses both the technology required to digitize and automate CX business processes and the strategies required to leverage data, customer insights and cultural change.
Featured Presentations and Tech Expo:
Amazon Alexa and the Audi eTron: A Look at Voice in the Car
Despite recent advances in cloud computing, machine learning and speech science; drivers consistently cite in-vehicle voice recognition among their top complaints. Amazon’s Alexa Auto team is addressing this gap by extending the best of Amazon Alexa into the car and building new vehicle-specific features that make customers’ daily lives and time spent behind the wheel easier and more convenient. Arianne Walker, chief evangelist of Amazon Alexa Auto, and Anupam Malhotra, director, Connected Vehicles & Data of Audi of America will share details about how they are working together to solve the voice challenges of today and will demonstrate their current success via a display of the new Audi eTron Quattro in the Tech Expo.
Delivering a Digital Car-Buying Experience Consumers Trust
Consumers don’t want to buy cars solely based on dealer’s terms. They want to make purchases based upon their own research and the terms they believe are fair. But with no established protocol to help consumers and car retailers find a neutral middle ground, the two parties remain locked in a battle to get the best deal. This has led to massive confusion and mistrust with consumers. In this session, you will discover how Rinaldi Halim, dealer principal of Los Angeles Chrysler Dodge Ram Jeep, is establishing a high-level of trust with car buyers by creating a demilitarized zone of sorts that ends the unnecessary and unproductive haggling and stress that occurs between car buyers and sellers. He’ll explain the vision behind the new sales protocol that combines the digital and human experiences to build the most important outcome with all car buyers — trust. This protocol is now in motion at three car dealerships in Southern California and has already started to deliver consumers the trusted referral model they demand.
Featured Speakers Also Include:
- 401 Auto/RV Group – Ted Lancaster – vice president, new operations
- Cardinale Group of Companies – Erich K. Gail – CEO
- Caterpillar – Angelina Autran – global customer experience change manager
- FordDirect – Dennis Berchulc – head of VINReal Product
- Hyundai Motor America – Jennee Julius – senior group manager, customer experience
- Karma Automotive – Joost de Vries – VP global sales & customer experience
- Tricor Automotive Group – Robert W. Armstrong – executive vice president
- Trophy Automotive Group – Tim Devine – CFO
- WEX – Bernie Kavanagh – SVP and general manager, large Fleets
Auto CX Analytics & AI Summit (June 19–20t):
Data is the lifeblood of the new business world but harnessing data to create actionable insights is a significant challenge. The Auto CX Analytics & AI Summit examines how to leverage Innovation, Data Science, Analytics, and Insights to enable companies to develop sustainable strategies for tomorrow’s ever-increasing customer expectations.
Featured Presentations and Tech Expo:
Powering a More Intelligent Customer Experience
Artificial Intelligence and advanced analytic techniques are ever-present in our daily lives. Because of big data and improved Machine Learning tools, it is now possible to bring this technology to bear in automotive 1:1 marketing at scale. AI/ML enables you to truly know the customer, sense where they are on the customer journey, and provide actions and communications that are relevant. Mike Spadafore, intelligent customer interactions product innovation manager at Ford will discuss the operational issues that need to be resolved in order to have the institutional knowledge to achieve consistent success. This will include the data curation, tool development and extensive test and learn methodology required before being on track to increase optimization and automation to ultimately drive sales.
People, Process, Technology: The Three Elements for a Successful Mercedes-Benz Dealership
Garth Blumenthal, dealer principal – Mercedes-Benz Temecula will explain how People, Process & Technology merge to provide a world-class guest experience, which builds long term relationships with their clients. He’ll also review their floor and web traffic analysis and what metrics they measure to create effective, actionable insights.
Featured Speakers Also Include:
- Audi of America – Demian Dominquez – manager, Audi Experience
- AutoNation – Mark Osmers – senior director new vehicle marketing
- Daimler Trucks North America – Kristi Langdon – head of customer experience
- General Motors – Allen Levenson – head of data strategy and solutions group
- Lexus – David Telfer – national manager, Lexus digital and& social media
- NADA – Steve Brazill – instructor – NADA Academy
- Penske Automotive Group – Eric Leys – general manager, Lexus San Diego
- Warren Henry Group – Erik Day – VP and CFO
