Redefining the customer experience & building SMART from a blank sheet
Notes de l’épisode
Recorded live at MOVE 26, this bonus episode of Drivetime features Aymen Ismail, Director of Customer Service at SMART Europe, in conversation with Jacqui about what happens when an iconic automotive brand gets rebuilt from the ground up. Aymen Ismail shares how SMART Europe has blended automotive heritage with startup
thinking, drawing inspiration from brands like Netflix, Apple, Airbnb and Uber to create a more agile, customer-led business model.
From direct-to-consumer data and over-the-air updates to AI-powered service and community feedback loops, he explains why listening is no longer enough – brands
need to turn customer insight into tangible improvements. The conversation also explores how EV ownership is reshaping aftersales, why customer service could become a growth driver for OEMs, and what’s next for SMART — including the return of the iconic Fortwo as the Smart #2 and the launch of the Smart
Care sub-brand.
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