Ralf Hattler

Senior Vice President Customer Support and Aftersales BMW Group

Ralf Hattler brings extensive leadership experience from his career at the BMW Group across logistics, purchasing, and production. In his current role as Senior Vice President Customer Support and Aftersales, he drives a holistic, customer centric and future ready Aftersales strategy and introduced Proactive Care, proactively supporting customers throughout the vehicle lifecycle—fully aligned with BMW's global service promise "Relax. We care."

This holistic approach extends beyond the customer interface to the entire vehicle lifecycle, integrating circularity and sustainability as core elements of modern service. In this context, Ralf Hattler is responsible for the BMW Group's Recycling and Dismantling Center (RDC), a key competence center for vehicle recycling and circularity for more than 30 years.

Summit Day One - Tuesday, 6th October 2026 [CET]

8:35 Presentation: The Invisible Contact Centre

The future of customer service may not involve customers contacting organisations at all. Advances in data analytics, predictive capabilities, and automation are enabling proactive service models where issues are resolved before customers experience them. In this session, Ralf Hattler will explore how BMW Group is bringing this vision to life through its proactive care strategy, using real-time vehicle data and predictive intelligence to anticipate and resolve customer needs before they arise. Gain insight into how this shift from reactive support to proactive experience orchestration is being operationalised at scale.

Learning Objectives

Understand how predictive intelligence and connected data enable proactive service in practice
Discover how BMW Group is preventing customer issues before they occur through proactive care
Explore what it takes to embed proactive service into CX strategy, operations, and technology

Key Takeaways

Perspective on how proactive service is transforming customer engagement at BMW Group
Insight into reducing customer demand through prevention and intelligent intervention
Inspiration for redesigning the future role of service, grounded in a leading automotive case study

Check out the incredible speaker line-up to see who will be joining Ralf.

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