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#newrealities | how emotional intelligence (EI) is influencing the customer experience

It’s not just films and video games that feature virtual humans. The technology is used in increasingly diverse aspects of life and commerce. Customer experience is being completely transformed by digital virtual humans that are available anytime, anywhere. Combining artificial and emotional intelligence with powerful data analytics, in the near future, digital virtual humans will provide customers 24/7 access to a human face and persona with a personal touch - a truly digital concierge.


Udo Neumann is currently CIO of Daimler Financial Services. As a global leader, he has worked in the European, Americas and Asia Pacific markets to design and build cost-effective, high-performance technology solutions that achieve operational excellence. In this role, he is responsible for the company’s information technology strategy worldwide, and is located in the U.S. to leverage fast-paced developments in the technology and startup sectors on a global scale.

Neumann has more than 15 years of experience in the financial services and automotive sectors. He has worked in the European, North and South American and Asia Pacific markets to successfully design and build cost-effective, high-performing technology solutions that improved the company’s operations and supported global business strategies. Most recently, this included overseeing a strategic enterprise-wide initiative in the U.S and Canada that delivered an innovative technology solution to replace the company’s core contract management systems and establish the foundation for future digital expansion. His notable accomplishments also include fully developing an online banking system for Mercedes-Benz Bank in Germany, as well as integrating the company’s financial services and sales IT organizations to build synergies and improve efficiency.
As one of the first Chief Information Officers to use mobile technology to generate additional business revenue and improve customer satisfaction, Neumann has been featured in The Wall Street Journal CIO Journal and CIO magazine. He holds a master’s degree in Technical Computer Science from the University of Applied Sciences in Ulm, Germany. Neumann has also attended several executive development programs, including the International Institute for Management Development Executive Business School in Lausanne, Switzerland, and INSEAD Executive Business School in Fontainebleau, France.