BMW + Qualtrics
How BMW makes every experience as good as its product experience
BMW’s reputation for driving performance in the automotive industry is second to none. But in the experience economy, you need more than one great experience to earn and keep loyal customers. BMW invested in Qualtrics XM to reengineer its CX program and drive increased repurchase and return service rates.
The XM platform is the right technology to match our vision of making every experience as good as our product experience
CRAIG WESTBROOK, VP, BMW of North America
of all issues resolved within 5 days
Increased repurchase and return service rates
point NPS increase in first nine months