Experience is everything: How BMG & Scott Sports win and keep customers?

Great experiences do more than capture attention and create emotional connections that keep audiences coming back. No matter the industry customers expect every interaction to feel personal, consistent and effortless. The question is: how can brands deliver on that promise across markets, business models and touchpoints?

BMG, a global music company deeply connected to artists and fans, and SCOTT Sports, a leader in high-performance sports equipment, have each faced the challenge of balancing rich brand storytelling with the operational demands of B2B and B2C channels. Together with Contentful and Valtech, they have reimagined their digital foundations centralizing on a headless CMS to unify content, accelerate time to market and preserve the unique voice of every brand in their portfolio. From leveraging AI to automate and personalize interactions, to building reusable components that scale across internal and external platforms, they are reshaping how customers and partners alike experience their brands.

In this fireside chat, digital leaders from BMG, SCOTT Sports, Contentful and Valtech will share the thinking behind their transformation, the unexpected wins along the way, and the lessons they wish they had known from the start. They will explore how AI and content strategy intersect to drive loyalty over the next five years and how to recognize the signals that an experience is truly resonating.