Beyond Marketing: What CMOs Need to Know About Real Customer Experience

After almost 17 years of leading marketing and brand at MAN Truck & Bus, Björn Loose now focuses on Brand & Customer Experience. This gives him a distinct perspective on how brand promises translate into real customer experiences – and why marketing, sales and service need to work much more closely together.

In this fireside chat, Björn Loose explores what genuine customer understanding requires, why brand and customer experience belong together, and why companies need to turn customer centricity into an organisation-wide practice - a conversation about connecting marketing, brand, and customer experience in the age of AI.