Industrial & Automotive

Industrial & Automotive

Increasing fragmentation of the automotive industry is characterized by a divide between manufacturers, dealers, and OTT services such as ride-sharing (and soon to come, self-driving automotive), as customers change they way they experience transportation.
What does this mean for the future customer experience?

The need to stay ahead of competition – both mass market and new, agile competitors – has us asking these questions with our automotive clients:

  • Who owns the customer relationship – the dealer or the manufacturer? Or is it the new OTT pushing customers away from car ownership? How are you driving customer loyalty?
  • With modern cars collecting around 25gb of data per hour, how do you filter insight? There is so much information being captured on the front line – how are you driving actionable insight?
  • With ride-sharing and self-driving cars changing the way customers experience transport, how does this affect your supply chain, and end customer? How can you flex to meet this change?
  • Do humans play a part in the future of the automotive industry’s customer experience? What will the balance be between technology and human interactions in the future? E.g. AI and AR.

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

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