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Innovating the Automotive Customer Experience Management

Chapter 1: Literature Review:

1- Theories and definitions:

i. definition of the customer experience

ii. current state and challenges

2- Customer experience within the automotive context

1. service

2. marketing

3. sales

3- The importance of customer experience

i. Impact on qualitative business performance

ii. Impact on quantitative business performance

4- CX Strategy Design (Gartner 3 pillars):

i. Culture

ii. Journey mapping for the customer experience

iii. Tools and technology enablers

iv. Measurement

5- Trends powering the automotive customer experience

i. Autonomous vehicles

ii. Connectivity

iii. Electrification

iv. Shared mobility

v. Emerging technologies: IOT, AI, Blockchain, AI/VR

6- Summary of the literature review and research question: how to go from a CX laggard to a CX leader in the Automotive industry

Chapter 2: Qualitative Study

7- Methodology:

i. Interviews with automotive industry

ii. Interviews with customer experience professionals

8- Presentation of results and recommendations

Habilidades: Research Writing, Pesquisa, Elaboração de relatórios, Customer Retention Marketing, Customer Experience

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Acerca do Empregador:
( 0 comentários ) Nanterre, France

ID do Projeto: #26475714

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