User story UK Headquarters Betjeman House 104 Hills Road Cambridge, CB2 1LQ T el: +44 1223 488 700 Fax: +44 1223 488 701 www.transversal.com “The single biggest driver of customer satisfaction, by far, is ease. Combining self-service knowledge with the transformation of our customer interaction centre and website gives us the confidence to say: ‘buying and enjoying your BMW just got easier’.” General Manager, Group Customer Strategy BMW Group and Financial Services UK Sector: Automotive Implementation: Contact centre | Self-service Cognitive KM eases the customer journey at BMW.The background “BMW continuously challenges itself to offer the best customer experience.” With its three brands, BMW, MINI and Rolls-Royce, the BMW Group is the world’s leading premium manufacturer o

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