This special episode of the Experiences Per Mile podcast is guest hosted by Jeffrey Hannah, Director of North America at SBD Automotive and co-facilitator of the Experiences Per Mile Advisory Council.
Jeff is joined by Bill Newman, Chief Industry Executive Advisor at SAP and fellow member of the Experiences Per Mile Advisory Council. Bill is a seasoned executive across many manufacturing domains and professional services with over 30 years of experience in strategy, planning, and business transformation. During the discussion, Bill shares how CRM software solutions can unlock a winning automotive consumer experience.
Key Takeaways:
[1:55] Bill explains what Experiences Per Mile means to him
[3:10] Why SAP decided to join the EPM Advisory Council
[3:51] How SAP has embraced the notion of the experience economy
[5:28] Bill talks about his role at SAP
[8:34] Bill shares recent changes he has noticed in the market
[9:55] Why the emotional response in a driver’s experience is the most powerful
[11:58] How acquisitions due to COVID-19 will affect the consumer experience
[13:44] How the SAP business model fits into the CASE approach
[14:56] The opportunity for vehicle data monetization
[17:33] How SAP is ensuring consumer data remains private and safe
[19:40] Global Data Protection Rights (GDPR) for the vehicle
[22:39] SAP can help companies determine how to start digitizing and modernizing operations
Sponsors
Brought to you by HARMAN
Mentioned in this episode:
Experiences Per Mile Advisory Council
SAP Software Solutions
Tweetables:
The success of a company is more than the sum of its goods and products, it includes its people and experiences. #ExperiencesPerMile #technology #experience #automotive #HARMANConnectsMe #TheBestRun
There are three key drivers to great customer experience in automotive: success, effort, and the emotional piece. #ExperiencesPerMile #technology #customerexperience #TheBestRun
The emotional piece in the driver’s experience is the most powerful because when it is positive, it motivates the individual to repeat the experience. #ExperiencesPerMile #technology #customerexperience #automotive
The experience of acquiring transportation is more than just financial; it is directly attached to the driver’s emotional effect. #ExperiencesPerMile #technology #customerexperience #emotion
