The automotive industry first started connecting to customers when OnStar was introduced in 1996. Today we are starting to see what is defined as the Cognitive Vehicle, or what we define as a self-enabling vehicle, which offers a more personalized customer experience and is leading to what we defined as a Cognitive Life. Apple is very grounded on customer experience and has proved it’s a successful approach. Did the automotive industry not understand customer experience as it watched Uber and ride sharing become so popular? The future autonomous vehicle is one part of that, but mobility and new business models are available for dealerships to understand and investigate.
The strengths of a dealership include sales, customer interactions, understanding fleets, customer relationships/locality and services. Now how does this translate into new business and revenue or is working with your OEM brand the only answer?
Join Stephen Perun, Offering Management Lead for Automotive and Connected Vehicles for IBM’s Watson IoT Business Unit, to learn how to move beyond the traditional automated dealer appointment to a more personalized customer experience. Stephen has over 25 years of experience with automotive and electronics, focusing on the Internet of Things, and helping others gain value from connecting devices. As technology has improved most of the foundation of his projects has been the opportunities for OEMs to transform and connect with their customers in new ways. Now more than ever as the automotive industry undergoes a new mobility transformation, the strategies are driven by customer experience over technology.
Author: Digital Dealer
Digital Dealer exists to help dealers and their managers sell more vehicles more profitably by creating the best live events and media in the industry.