IAA MOBILITY Visionary Club Live x Sören Holz, VP Strategy, Business Development, Customer Care at BMW

In the first live episode of the Visionary Club Podcast at IAA MOBILITY, our host Sarah Harman welcomes Sören Holz, VP Strategy, Business Development, Customer Care at BMW. Sören Holz offers fascinating insights into the transformation from a traditional aftersales business to a holistic approach to customer support and care. He explains why the customer journey extends far beyond the purchase itself and how BMW is redefining the ownership experience with Proactive Care. The focus is on predictive maintenance, digital services via the MyBMW app, remote diagnostics, and personalized communication designed to build trust and peace of mind. We discuss BMW’s “Relax, we care” service philosophy, the use of AI in customer interactions, and the expansion of Proactive Care to the MINI brand. Sören Holz also explains why customer loyalty is a crucial competitive advantage and how BMW is modernizing its dealer networks and service processes to exceed customer expectations worldwide.