BMW, one of the famous German car manufacturers, is an excellent example of how customer experience is improved by innovating the product. The company created an application “BMW Connected Plus”, which provides a more seamless customer experience both inside and outside the vehicle. Capabilities range from giving door to door directions, checking the fuel level, and providing live trip status to the selected friends and family. Artificial Intelligence is used to learn the driver’s behavioural patterns to automatically suggest destinations, preferred petrol stations, and contacts, leading to superior customer experience.

Optimal customer satisfaction can be achieved only when the consumer is treated with what matters more to the specific individual. Typically, customer data containing demographics, transactional, interactional, behavioural is captured across various systems, creating siloed information packets. Be able to connect all of the information to provide a holistic understanding of the customer is the key to a personalized response. Netflix not only makes content suggestions based on personal preferences but also presents a tailored cover art for the recommended movie or TV show. What is more surprising is that more than 80% of the TV shows that you watch on Netflix are discovered through their recommendations system.