Reimagining success in connected vehicles with a differentiated CX approach

With more than 690 million internet subscribers, India is one of the largest and fastest-growing markets for digital customers. By 2023, the number of internet users is expected to exceed 870 million.
Given the dynamic times we live in and the growing usage of internet in India, shaping customer experience would involve leaving the traditional OEM business models behind and investing in single interface solutions that link one’s home and car in a seamless way while keeping the security of customer data in mind.

Thriving in a technology-fueled world requires automakers to connect with their customers on a more personal, emotional, and experiential level throughout the entire customer journey enabling them to Reimagine the ‘Future Of Mobility’ in India.

Excerpts from the report:

The importance of customer experience in the context of connected cars has become more relevant than ever before. New KPIs around customer experience, wallet share, and profitability from connected car services will drive future transformation programmes.

While designing the right customer experiences, cyber security will go hand in hand with the ease of use of various features. A customer experience that is designed without keeping the cyber security aspect in mind, is like enjoying a roller-coaster
ride with a malfunctioning brake system.

Auto OEMs need to understand more about their customers, and at the same time deliver an enhanced experience; the car is no longer just a medium of transportation.

Business goals and target outcomes need to be achieved through a series of interrelated strategic choices. Corresponding outcomes are dependent on the right coherence between strategy and execution skills, with an eye on achieving business outcomes.

The way consumers today interact with brands has changed drastically from before. Expectations are evolving and the