Innovating the Automotive Customer Experience Management
€250-750 EUR
K zaplacení v momentě doručení
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
Identifikační číslo projektu: #26475714
O projektu
30 Freelnceři na tento projekt zveřejňují nabídky v průměru €427
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