(00:00) Digital Customer Experience With Jessica Spahn

This chapter welcomes Jessica Spahn, Managing Director of Volvo Cars in Sweden, where I explore her unique journey from aspiring to work in law to leading a major automotive brand. We touch upon Jessica's personal interests, including her love for skiing, golf, fashion, and the balance between travel and home life. The Swedish tradition of 'Fika' is introduced, highlighting its significance in social culture. Jessica shares insights about Gothenburg, Volvo's birthplace, and how its people contribute to the city's charm. Furthermore, I discuss with Jessica the importance of surrounding oneself with a knowledgeable team to stay abreast of digital trends and how her daughter keeps her updated with the latest happenings in the world of social media. Lastly, Jessica emphasizes the value of a human-centric work culture for maintaining a healthy work-life balance.

(14:20) Digital Transformation in Customer Relations

This chapter unpacks the transformation of customer relationships in the digital age and its impact on a traditional car company like Volvo Cars Sweden. We explore the shift towards real-time interaction with customers and retailers, highlighting the importance of instant feedback in identifying and addressing breaks in the customer journey. Emphasizing the significance of dealership relationships, we discuss the integration of direct sales into traditional business models and how this evolution benefits the customer experience. The conversation also touches on the necessity of effective change management, transparency, and the balance between direct sales and the essential services provided by retail partners. Finally, we share personal insights on how embracing digital sales and the move towards electric vehicles has been a catalyst for innovation within the company.

(22:14) Transformation and Future of Volvo Cars

This chapter examines the challenges and opportunities presented by change management in the automotive industry, particularly during a time of significant transformation. I discuss the necessity of reevaluating every aspect of the customer journey and the importance of transparency within large organizations during these changes. The conversation highlights Volvo Cars' successful introduction of the EX30 model, which targets a new market while maintaining the brand's premium identity. Additionally, I touch on the broader vision of Volvo being part of a customer's life at various stages, and the commitment to sustainability, with goals for electrification by 2030 and climate neutrality by 2040. Finally, the chapter wraps up with my hypothetical solution to making cars sustainable and part of the solution to climate issues, emphasizing the industry's role in the climate problem and the need for swift action towards sustainability.

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