Title
AWS re:Invent 2022 - Digital customer engagement for automotive (AUT201)
Summary
- Thad Dungan introduced the session, focusing on digital customer engagement in the automotive industry, with presentations from Rivian and BMW Group.
- AWS Automotive's go-to-market strategy includes purpose-built solutions, competency partners, and AWS Industry Products (AIP).
- Eight strategic workloads support customer experience, including connected mobility, software-defined vehicles, manufacturing, and supply chain.
- Rivian's presentation, by Alejandro Martinez and Mark Phillip, detailed their use of Amazon Connect and Salesforce to enhance customer engagement and service.
- Rivian emphasized the importance of a personalized customer experience, 24/7 service, and the integration of vehicle data for a holistic view of customer interactions.
- BMW Group's presentation, by Stefan and Raphael from Critical Tech Works and Andrei from Boston Consulting Group, focused on data centralization, governance, and AI to improve customer centricity.
- BMW's Cloud Data Hub (CDH) on AWS serves as a single source of truth for diverse market data, enabling standardized, scalable, and governed data access.
- BMW's granular performance management cube is a backbone for automating processes, ensuring data governance, and leveraging AI for predictive analytics and customer insights.
Insights
- AWS Automotive is not just a technology provider but also offers industry-specific solutions and partnerships, indicating a deep understanding of the automotive sector's unique needs.
- Rivian's approach to customer engagement is holistic, integrating various touchpoints and data sources to provide a seamless and personalized customer experience, showcasing the potential of cloud services in enhancing customer relations.
- BMW's journey towards customer centricity through data centralization and AI reflects a broader industry trend of leveraging big data and machine learning to drive business decisions and improve customer experiences.
- The use of infrastructure as code and automation in both Rivian and BMW's presentations highlights the importance of scalability and efficiency in cloud-based solutions.
- The emphasis on data governance and quality by BMW indicates a growing awareness of the importance of data integrity and security in the automotive industry's digital transformation.
- The presentations demonstrate the practical applications of AWS services in real-world scenarios, providing insights into how automotive companies can leverage cloud technology to gain a competitive edge.