AGCO is pursuing excellence in its relationship with its dealers and customers by rethinking the whole customer experience – before, during and after a purchase. The aim is to offer end-customers a seamless experience from the digital to the physical retail network.
“2018 firmly marks the beginning of AGCO’s transformation to a digitally enabled, customer-centric, data-driven business,” explained Dr. Rob Smith, Senior Vice President and General Manager, AGCO EME.
AGCO is officially launching the Digital Customer Experience (DCX) program, piloted in EME, for a global roll out in subsequent years. DCX is a diversified, multi-functional transformation program that will be touching every customer-facing function in AGCO’s business across the entire customer journey.
“With Dr. Rainer Scholz, Vice President, Digital Customer Experience, we are bringing a leader with important capabilities and extensive digitalization experience to the organization to steer us through this digital transformation journey,” said Rob Smith.
Dr.Rainer Scholz reports directly to Rob Smithand with a matrix reporting line to Eric Hansotia, Senior Vice President Global Crop Cycle and Fuse Connected Services, and is based in Schaffhausen, Switzerland.
Dr.Scholz will lead the overall program management from a business perspective and ensure that, together with its implementation partner, AGCO will deliver the digital capabilities for its dealers, and to its customers. He will reinforce AGCO’s position in agriculture by transforming into a more agile, customer-centric and data-driven organization enabled by new digital capabilities. AGCO wants to create a win-win-win for its customers, dealers and for itself.
In recent years, AGCO and its dealer network have moved to a new stage of the commitment by getting to know each customer better in order to identify his or her needs and anticipate his or her expectations. AGCO is also strengthening its aftersales offering by introducing new commercial services in its main markets, maximizing machine uptime, efficiency and profitability for customers.
“To further drive this strategic development Torsten Dehner is promoted to Vice President, Global Parts and EME Parts & Services,” announced Rob Smith.
“Torsten takes over responsibilities from Boris Schoepplein, Vice President Global Parts and EME Parts & Services who has decided to pursue new opportunities outside of AGCO
Torsten’s main mission is to continue strengthening the EME Parts performance and to further improve the Aftersales Service including AGCO’s commercial services business with the successful implementation of the uptime and machine monitoring center. In addition, the Parts and Service support for the IDEAL combine launch is an important focus. In his Global Parts role he will ensure that AGCO`s Parts teams consistently benefit from best- in-class systems, processes and aligned project teamwork on a worldwide basis.