The experience of the future!
We’ve long been talking about flying, transformed, connected and electrified vehicles. A number of researchers have spoken out on the subject, without however providing any real statistics for future years. It’s all about perspectives! How will we deal with the customer experience? An article published on January 17, 2023 by France NUM explains that “by 2030, 67% of interactions between brands and consumers using digital devices (online, mobile, etc.) will be handled by “intelligent” tools rather than today’s human stakeholders.”
What’s more, the study shows that “companies fully understand the risks they face. 59% of them consider the security of customer information to be the most decisive factor in delivering a high-quality customer experience. Are brands really ready? The study suggests some challenges, with 84% of companies concerned about changes to privacy regulations and questioning their ability to comply.” Paradoxically, consumers continue to flaunt their privacy on social media, but want to protect their privacy.
We were talking about emotion to create engaging and pleasant experiences for consumers. How will automation make this possible? There will always be a human behind robotics, and it’s almost impossible to manage emotions with automation. The new technology will speed up processes and procedures, but will still be supervised by a human. The typical consumer wants speed in the purchasing process, making an appointment, confirming the appointment or repairing the product, but also expects a high level of after-sales service. To be able to chat with a human being, or to be able to talk to a customer service person in the event of a problem. Even if everything is computerized or automated, the most technological people in this world want to have a conversation with someone in customer service, when they experience irritation.
En 2022, Pierrick Boulay, Senior Technology & Market Analyst, Lighting and Display chez Yole, explained :
“Only 12.3% of the world’s 1,300 million cars on the road are equipped with ADAS (advanced driver assistance systems) technology. This figure will rise to 49% of the 1,800 million cars estimated to be on the road in 2030. This development is due to the enormous increase in the penetration of the technology in cars produced each year. From 21% five years ago, ADAS is now installed on 65% of all vehicles produced in 2022, and this number will reach 86% by 2027.”
For the customer experience, it would be interesting to automate customer file update processes so that agents don’t waste time with data entry. This strategy will enable the agent to concentrate on the customer’s request or problem. Companies have realized that their profitability depends on customer satisfaction. Frederic Godefroy (founder of Sereneo, Forbes, 2021) quotes: “Our philosophy is to put robots at the service of humans, so that humans no longer behave like robots forced to perform repetitive, ‘meaningless’ tasks.”
Let’s remember that the customer experience will always be present in all the business processes and departments of a car dealership.
