Ralf Hattler

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