How Volkswagen accelerated their Digital Transformation engine

Take a road trip with us to find out how VW accelerated digital transformation and navigated around the potholes, even through a global pandemic.

Volkswagen Group set out on a 5-year digital transformation, aiming to boost customer experiences and drive increased loyalty, retention and advocacy. The plan included rolling out various technologies, such as chat bots and automation, to enhance CX or seize efficiencies. The automotive maker’s plan also included increasing the number of channels to better serve customers in their channel of choice. However, as with any plan, you must be prepared for the unexpected! VW will share the pot holes it navigated and keys to success.


Adam Axelrod-Harash

Head of Customer Service Operations, Volkswagen Group UK Ltd

Jon Russell

VP Managed/Growth Services, TTEC


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