While everyone is focussing on flying taxis and autonomous vehicles, the true mobility revolution happens in the commercial vehicles segment. Many of the latest developments will happen here first. The reason is simple – there is business

Touchpoint optimization along the Consumer Journey has often been a race for the newest technology, and greater efficiencies. In a worldwide survey among CX experts “CX Global Voices 22” Ipsos have observed a shift to a more strategic and consumer-centric thinking. In the session, detailed insights of the study along with interpretations and recommendations will be shared.

Let´s discuss some insights from my role as consultant, project manager and entrepreneur in the mobility sector and beyond.

• the beginning of shared mobility – from bikesharing to carsharing
• mobility apps as one fits all solution
• new business modes for mobility providers

Customer consumption patterns are evolving and traditional mobility services don’t meet customer expectations anymore. Customers expect an effortless and sustainable mobility solution that caters to their individual needs. FINN offers an all-inclusive car ownership solution tailored to ever-changing customer expectations. The all-inclusive service enables FINN to own all touch points along the holistic car ownership journey, thereby allowing many opportunities to create value and build a long-lasting customer relationship.

As a parking garage operator Park One is the link between the real estate industry and mobility. We want to make parking a pleasant experience for all users. This includes ticketless parking, charging stations for e-vehicles, a service-oriented, 24-hour control center, friendly and professional staff on site, separate parking spaces for classic and sports cars, valet parking, park & ​​ride offers, neighborhood car sharing, e-bike/bicycle rental and much more. By reducing urban traffic and on-street parking we see ourselves as part of the solution for sustainable urban development and livable cities.

Individual Transportation is one of the biggest challenges we face as a society. Miles Mobility Co-Founder Florian Haus and Christopher Harms (Business Transformation Strategy EMEA at Zendesk) talks about the importance of great CX and challenges already mastered and ahead.

Showing new ways of interacting with customers in the mobility industry

What happens if all goes wrong and our customer has an accident and needs help in an easy way to get back on the road quickly.

In this session we like to share insights how Miles Mobility and Zendesk solved complex customer requests that require the involvement of multiple stakeholders.

• Make a complex process easy and convenient as possible
• How did we implemented the process changes
• What are our learnings and Improvements