About this session

Are you still treating customer data as a dashboard metric or as the key to transforming every interaction into a competitive advantage? Premium brands are no longer defined by products alone. Today, they are defined by the intelligence behind every touchpoint, the anticipation behind every need, and the precision of every experience.

Join Astrid Kowalczyk, Global Head of CX Data and Insights at Volvo Cars, for a rare inside look at how Volvo is redefining what a premium customer experience truly means across digital, retail, and ownership journeys. Discover how insights are not just collected, but operationalized to drive real-time decisions, shape strategy, and create experiences that feel personal before the customer even asks.

This is not theory. It is data-driven transformation in action, showing how a global insights ecosystem, predictive analytics, and a bold approach to VoC can reshape business outcomes, customer loyalty, and market leadership. If you are ready to challenge your assumptions about CX, learn from a premium brand that has embedded insight into its DNA, and see what it takes to lead in the era of anticipatory experiences, this session is for you.

Discussion points:

• How Volvo Cars embeds insights into every decision, not just reports
• Designing CX measurement frameworks that force your organization to focus on what matters
• Turning VoC data into real-time action, not only dashboards
• Using insights to transform digital, retail, and ownership journeys globally
• Building a culture where continuous improvement is non-negotiable
• Understanding the new rules for premium experiences and staying ahead
• Real examples of insight-driven decisions that reshaped customer journeys and business impact