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Addressing Customer Needs

Swiss Automotive Customer Experience

Author:

Serkan Caliskan
Verena Vitalini
Yannic Herrmann

Date:

28/08/2017

Location:

Stuttgart, Germany

To meet changing customer needs, automotive manufacturers and distributers should rethink their status quo. Initiatives on digitizing and improving customer interaction as well as experience can only be successful if the aforementioned building blocks are taken into consideration. Digitizing customer interaction can often be the right starting point for a complete digital transformation. In today’s competitive automotive industry, offering “just” the vehicle is simply not sufficient anymore.

New digital concepts, omnipresent customer interaction and additional service portfolios are the stepping stone for creating digital automotive ecosystems. New business models, diversified sales channels and value networks are developed, to meet the “enabled customer’s needs”. Digitizing automotive is not a concept of the future, it is happening here and now...

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