Knowledge Automation Eases the Customer Journey at BMW

BMW’s digital transformation in action

Digital transformation is having a radical impact on consumer behavior. The most obvious impact in the motor industry has been how customers research car and aftersales purchases and customer support. A significant proportion of customers prefer to do all of their research online; with car buyers frequently deciding upon their preferred model before they ever set foot in a showroom. For BMW, this meant that the online experience has to live up to the premium brand expectations of its customers.

Read more about BMW’s digital transformation with Contact center and Self-service rollout