Short panel discussion (Dreamforce / Salesforce) where Mercedes‑Benz speakers describe the company’s shift toward electrification and customer-centric digital experiences. Key themes: climate change and electrification as strategic priorities, leveraging technology (Salesforce) to create personalized, trust-based customer relationships across online and offline touchpoints, and increased digital adoption accelerated by the pandemic.
Chapters
The defining challenge for society here in the next decades is to solve the problem of climate change. As citizens of the world, I think we all share the same sense of urgency. We see what's going on, what the science says. For an innovation company like Mercedes Benz, we gotta be ahead of the curve. It's more than just CO2 neutrality, it's also resource preservation. Let's create a can do attitude around this based upon optimism, innovation and the belief that technology will be the solution to climate change. We are in the transformation from a combustion based era into an electric era.
The eqs marked a total new beginning for Mercedes. This whole electrification. You can also definitely feel that in the marketing department, our customers expect ease.
Of interaction, anticipation of their needs and wishes. And then Mercedes experience in all touch.
Points, leveraging technology in the background to make every single person feel special. I think that's the key.
Salesforce offers a whole universe to build our dreams for long lasting relationships with our customers.
You have to develop the trust of the customer. That's always the first step.
We created the Mercedes Benz customer. 360. 90% of our customers start their journey with Mercedes in the Internet. Especially under the pandemic, they are much more ready to go digital in not only interaction, but purchasing a car.
We're developing experience maps, looking at the different touch points to bring all these various interactions together to this single source of truth. So that between the online world and the offline world, we can be successful.
From anywhere, providing this personal relationship, wherever they are, whenever they are in touch with us. This is essential.
That's the power of the technology that we're working on together. When our founding fathers started Mercedes Benz, they changed the world. And now with the customer at the center of things, it's time to change the world again.
