What if every customer interaction – be it in-person, on a website, on social media, or through an AI-assistant – felt effortless, hyper-personalised, and distinctly premium? That’s the vision driving Johannes Brott, Head of SEAT and CUPRA Services at Audi Interaction, as he leads the two brands’ reinvention of customer care for this connected era.
Rather than layering new tools onto old systems, Johannes and his team are reimagining the omnichannel experience from first principles – bleeding human expertise with intelligent automation to deliver faster, more empathetic service across every touchpoint.
Key themes:
- How SEAT and CUPRA are making omnichannel transformation tangible through micro use cases
- The importance of using AI to empower – not replace – human service experts
- Aligning C-suite priorities around long-term quality and scalability
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