Michael Lang

Ready to join your next business meeting—while on the move?   Mercedes-Benz AG is setting a new standard for in-car productivity with Microsoft. Starting with the all-new CLA, you’ll be able to access the latest version of the Meetings app for Microsoft Teams.   For the first time, drivers can use the in-car camera while driving, allowing other participants to see them during a meeting, with safety always coming first: the meeting video stream turns off automatically as soon as the camera is activated. As a result, the driver will never see any shared screens or slides – and the camera can be turned off at any time. Furthermore, the updated Teams app brings a new dashboard, quick meeting access, expanded chat function, and voice control for text input.   We are also the world’s first automaker working with Microsoft to integrate Microsoft 365 Copilot into the latest vehicles. This will help users prepare for upcoming meetings with the aid of advanced AI. Using voice prompts, drivers can summarise emails, retrieve or query client preferences and details, and manage daily tasks without distraction.   Additionally, Mercedes-Benz has now integrated Microsoft Intune into MB.OS to create a secure, enterprise-compliant ecosystem for the future of mobile work. Customers can log in with their business accounts and switch between applications effortlessly, taking productivity while on the move to a new level.   Rollout of the productivity enhancements will start this summer with the MB.OS powered fourth-generation MBUX* in the new CLA**. ___________________ * Features also require an active Entertainment Package Plus and data volume.   **The availability of functions, features and services depends on the respective vehicle model, the individual configuration and the respective market.

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We are investing in scaling AI – and giving process automation a strong BOOST! With the AI BOOST program, we are accelerating the use of Artificial Intelligence in our production and logistics departments. This is symbolized by the check handover between Christian Vollmer, Board Member for Production and Logistics at Volkswagen, and me. Our common goal is to make processes faster, better, and more efficient – with a strategic, Group-wide roll-out of successfully piloted #AI use cases. This initiative is part of a broader commitment: As Volkswagen Group, we aim to invest up to one billion euros in Artificial Intelligence by 2030. The focus will be on AI-supported vehicle development, industrial applications, and the expansion of high-performance IT infrastructures. My appreciation to Florian Lechner, Head of digital Production and Logistics at Volkswagen, Morten Lange, CIO of our Core brands, and their teams for the close and successful collaboration. We need more cross-department teamwork like this to bring Data & AI to value.

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I am just returning from the IAA MOBILITY Munich, where we were invited by our partners at AUDI AG to an evening event organised around their new car model. For AUDI AG this is not just a new release, this is a new beginning, the first expression of a new design philosophy, expressed as: Radical Simplicity, Clarity. To me, this feels just right. The car’s exterior design is very pure, reminescent of Audi’s roots but also very modern. But the boldest expression of AUDI AG’s new philosophy is inside the car. Instead of playing the race towards an ever larger screen in the cabin, AUDI AG decided to embed a rather small screen, which folds and disappears under the dashboard. From a positioning point of view, the focus on simplicity and clarity is exactly what I think we need. With the AI era, the value for OEMs, across industries, will not be in providing more content, but filtering content to optimize the cognitive load on the users. AI also gives the opportunity to provide much more naturally the exact information that the passenger needs at any moment, not more. This is also how Neural Concept envisions user experience. In our collaboration with AUDI AG, we hope that this software experience philosophy, into the hands of engineers, will then translate into the right experience for the consumer. Picture with Marwan Khiat who was lead designer on the interior of the car.

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⚠️ 𝐓𝐡𝐞𝐫𝐞’𝐬 𝐧𝐨 𝐭𝐮𝐫𝐧𝐢𝐧𝐠 𝐛𝐚𝐜𝐤. 𝐖𝐞’𝐯𝐞 𝐞𝐧𝐭𝐞𝐫𝐞𝐝 𝐭𝐡𝐞 𝐚𝐠𝐞 𝐨𝐟 𝐀𝐈-𝐚𝐮𝐠𝐦𝐞𝐧𝐭𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 𝐢𝐧 𝐚𝐮𝐭𝐨𝐦𝐨𝐭𝐢𝐯𝐞.⚠️ What does it mean for relationships between OEMs and their customers?   I had the pleasure of discussing this game-changing topic with Stefanie Paetow (Volkswagen Group) for a recent edition of the Automotive News Europe ‘Rising Stars Speak’ podcast.   With 20 years leading the game, Stefanie is an absolute expert when it comes to automotive #CX and #CRM and I had a blast exchanging opinions and anecdotes on how AI is already transforming many aspects of the mobility experience … and we’re just getting started. 🚀   With customer interactions, it’s about being ready to interact at the right time, with the right message, with the right person, and on the right channel … and informed by all relevant and available data. This has been the holy grail for CX professionals across all industries for many years, not least automotive. AI is already having transformative effects in areas like customer service. Some organizations are now able to handle 25% more service cases per hour (with 50% faster response times), and we’re just getting started. Here are three other important reflections I took from my enjoyable chat with Stefanie and Doug.   1️⃣ AI empowers organizations to fundamentally shift their stance from reactive to constantly proactive. This means turning the CRM function into a 24/7 proactive relationship-building engine. This requires a change in mindset, but it has the potential to create tons of new revenue-generating opportunities.   2️⃣ AI can’t replace human empathy – instead, it should be used to help free up time so that people can spend better quality time with their customers.   3️⃣ Focus on change management to overcome anxiety. Encourage people to experiment, build their own agents and see for themselves how AI can relieve them of monotonous or time-consuming tasks (like lead scoring, for example).   We can all agree on that AI will be a game changer... and let’s be clear: We are just scratching the surface of how to elevate the #automotive #CustomerExperience with AI. The opportunities are immense and I can’t wait to explore them all. 💫   Podcast link in the comment section! ⬇️   (thank you Douglas Bolduc for facilitating)   Capgemini Invent Capgemini Automotive #CustomerExperience #CRM #AI Sebastian Tschödrich Marc Matthies Patrick Schumann Malte Völkoi Johanna B. M. Hoffmann

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