“Our CEO Mary Barra talks frequently about the speed of change facing our company and the automotive industry overall,” says David Mingle, global director for customer experience at General Motors, who will host a session at the Loyalty Expo in Orlando this year.
 
In the presentation, titled “Playing into Strengths, Identifying Weaknesses: How A Strong Brand Identity Gives GM the Information Needed to Drive CX Forward,” Mingle will discuss how GM is transforming the customer experience to meet the challenges of a rapidly changing competitive landscape.
 
“My hope would be that anyone that shares my passion for the customer and is leading customer-centric transformation within their own organizations will find some useful incites they can apply when they get back home,” he says of the session
 
“I’ll start by providing some real-world examples of how we are learning to listen to our customers and how we are using that information to drive behavior throughout the organization,” he adds. “I’ll also share how we’re building platforms that are allowing us to speed innovation all the way across the customer journey. And I’ll wrap up with some insights on how we are managing change across our company globally and how we are aligning ourselves to earn customers for life.”
 
Currently, GM is very active in mobile connectivity. With more than three million GM drivers already engaging with the brand via the mobile channel, and more than 225 million mobile interactions in 2016, the automaker has already proven to be a trailblazer in the integration of mobile as vehicles become more connected by the day.
 
GM also recognizes a potential opportunity in improving the connectivity of its consumer touch points. Through this connected experience, GM hopes to achieve a higher level of customer understanding and, consequently, customer engagement. While the brand has access to incredible amounts of data through mobile engagement, turning this data into actionable insight is far easier said than done. However, the company is answering the challenge and is an example of how large enterprises can get a handle on Big Data.
 
Loyalty Expo, the true Voice of the Customer-driven and best practice-focused customer loyalty conference, will be held May 2nd through the 4th at the Caribe Royale Hotel & Convention Center in Orlando, Florida.