Digital Transformation: Reinventing your Customer Relationships

Industry 4.0

Date & Time

Monday, 25 Feb

11:00 - 12:10


Hall 4 - Auditorium 3


Digital transformation opens up the opportunity for companies of all kinds to engage with their customers in new ways. Brands can build on their familiarity to create new services and revenue streams direct to the consumer; to engage them in not just conversational commerce but crowdsourced design; to develop a loyalty that goes beyond the transactional to the personal, and to rethink what exactly the company should be offering their customers, how and when. To do this successfully also requires a change in the way the company itself operates, partners, thinks about value and about itself. We hear from leaders making those changes, both in their customers’ experience and in their own. Featuring: - Mobile at the Speed of Growth. In a mobile-first world, consumers expect brands to provide maximum value for their time. In this session, Jörg Poggenpohl, Global Head of Digital Marketing at BMW Group, Saúl García de Diego, Director of Internet and Social Media for Telefónica, and Fuencisla Clemares, Google’s Country Manager for Spain & Portugal, explore how brands can measurably impact their bottom line and transform their business by delivering fast, frictionless and personalized user experiences. - Interview with Jorn Lambert, EVP, Mastercard Digital Services. The way we pay for things is going to change more in the next five years than it has in the last 50. Covering fraud risks, behavioural biometrics, digital tokens and more, will digital shift be the single biggest change in consumer payments since plastic cards were introduced? - Reimagining the Emotional Engagement with the Digital Consumer. Customers today run their entire lives from their mobile device. They expect telecoms service providers to drastically simplify their experience, to engage with them in a meaningful way via digital channels, and to empower them to manage their own services. How can service providers meet these expectations, to truly engage and service these digital customers at every touch point? What radical changes should they consider in terms of vision and strategy, go to market, and technology? Join this fireside chat with the CMO and CIO of Visible, the new digital brand from Verizon, to find out.

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