Volkswagen had selected a company veteran to oversee a new user-experience division as the auto maker aims to step up customer engagement while navigating sweeping changes in the sector.
Markus Kleimann, Volkswagen’s first chief experience officer, will be responsible for the management and development of the company’s customer interfaces. He will lead a brand new team to work across Volkswagen’s divisions and markets, the company have announced.
Dr. Kleimann, who holds a Ph.D. in engineering, used to work as head of Volkswagen’s series of mid- and full-size cars.
The new unit will work on improving customers’ experience anywhere they interact with Volkswagen, for example, in developing tools to let consumers customise and buy a car online or make it easier to charge an electric vehicle or even improve the experience of calling a service hotline.
More automotive companies are investing in experience, in part because they are interacting with customers much more than they did before, said