It’s an incredibly disruptive time for the automotive sector in Europe. Right now, digital adoption, ride-sharing apps, and emission regulations are just a few factors that are reshaping a century old industry.
If we examine the space further, you’ll see that success in 2020 is not only about identifying the disruptors but knowing how to act on them as well:
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.
There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage.
Organisations have realised the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we forgotten about the employee experience?
