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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

90%

of all issues resolved within 5 days

Increased repurchase and return service rates

23

point NPS increase in first nine months

BMW is one of the marquee names in motorsport history. Its highly sought-after vehicles provide an “ultimate driving experience” lauded by car and motorcycle enthusiasts worldwide.

www.bmw.com
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