Automotive Customer Experience
by Andreas Gissler, Kai Hanitsch, Matthias Riveiro
February 2014
Achieving Next Level Customer Service by Managing Customer Experiences Across All Touchpoints

Today we see the need for automotive OEMs to shift from being product-focused to customer-focused companies. As opportunities for product-wise differentiation for the average driver seem to diminish, customer treatment becomes the key differentiator for the future. As customer journeys become increasingly diverse, automotive players must focus on systematically bringing customer care to the next level.