If OEMs are to keep up with rising consumer expectations, they have to offer customers not just real-time interaction with their cars but also an end-to-end experience in the context of a wider hyperconnected ecosystem. Adopting an inventive mindset and using the latest technologies in the right ways will be vital to adapting and then thriving.
The future smart mobility ecosystem will consist of a swathe of new, innovative digital and physical channels that anticipate, meet and exceed consumer expectations. Whether it’s searching for a car, digital product, purchase, or service, OEMs need to fully grasp the customer journey as one holistic whole.
Capgemini Invent brings to life what’s next by enabling innovation in an ecosystem that is taking form around the customer by anticipating future trends and earning loyalty with people-centric solutions and strategies.
We have identified four crucial areas in which we can provide comprehensive support:
- Customer Engagement—Helping OEMs generate and accurately interpret the behavioral and demographic customer data of touchpoints.
- Customer Service—Delivering a personalized service experience supporting any communication channel that the connected customer expects.
- Customer Analytics—Offering intelligent customer-lead products and services where the customer is in charge and value comes from situational relevance, usability and price.
- Customer Experience Platform—Enabling the development of customer experience platforms by using relevant and customer-approved data all in one platform to achieve a view of the customer across channels.