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Jesus Grana

Jesus Grana has spent 30 years as a strategy and marketing professional, specializing in identifying new opportunities through emerging technologies, and developing execution plans with clear ROI. His cross-industry experience – including automotive, consumer packaged goods (P&G, Reckitt Benckiser), media/tech (IBM), automotive, insurance, hospitality (Morley) – has given him a broad base from which to approach many B2B and B2C topics. As a graduate of both Cornell University and University of Michigan, he roots for Big Red and the Maize & Blue.
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Recent Posts

Chatbot vs. Agent ... Friend, Foe or Partner?

Posted by Jesus Grana on 5/14/19 4:29 PM

If you’re like us, you love watching trends develop – especially when it comes to technology that “WOWs” your customer.

We ran across an article this morning that tackles the topic of chatbots and their ability to satisfy customers.

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It's Not Negative: How the Hype Cycle Interprets Consumer Perception of Autonomous Driving

Posted by Jesus Grana on 1/31/19 10:59 AM
Not long ago, I suggested applying the concept of “the chasm” (or, how to market high-tech products during their early startup periods) to the auto industry. At the time, interest in adopting autonomous driving technology was positive news for automakers:
  • Millennial interest: 37% (or 22% of the U.S. population)
  • Generation Z interest: 53% (or 26% of the U.S. population)
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Is Technology the Answer to All Customer Service Problems? Not So Fast ...

Posted by Jesus Grana on 12/10/18 10:12 AM

Not all customer service channels are created equal, according to the latest research from Northridge Group consulting firm.

While customer service providers continue to experiment with new digital service options, research shows that phone remains customers’ most popular pick for resolving critical service issues.

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Connected Car Update: Tier 1 Doubles; OEMs Join Forces

Posted by Jesus Grana on 10/29/18 4:39 PM

In a previous blog post, we discussed the ever-expanding number of connected car suppliers and how the Tier 1 concept would eventually redefine itself.

We also called to our auto partners’ attention the need to secure this new world in their hands and not cede it to our friends in Silicon Valley.

I am happy to provide this update:

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Smart Cities, Cars & Commutes Require Smart Service

Posted by Jesus Grana on 7/25/18 1:40 PM

After spending a week at the Connected & Autonomous Vehicles conference in Santa Clara, California, I am even more optimistic that we are entering a whole new world of mobility solutions.

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It's Time For Autos To Learn About “The Chasm”

Posted by Jesus Grana on 4/10/18 11:16 AM

As an enthusiast of the future of mobility, I was surprised to read the following recent headline and accompanying article: Study Shows Alarming Driving Behavior by Age and Mistrust of Self-Driving.

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The Future Is Now: Intelligent Personal Assistants, Driving for Doughnuts, Subscriptions Versus Ownership

Posted by Jesus Grana on 1/10/18 3:58 PM

Based on a sample of late 2017 announcements, we expect 2018 to continue heating up the future of connected car services.

Like many strategists following the industry, we are obsessed with news related to the automotive industry’s future and how new technology will influence the world of customer service. In this post, we’re highlighting announcements that we find most interesting and most likely to become longer-lasting trends (not fads). These three are worth sharing and keeping close tabs on.

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Expect Tier 1 to Grow Exponentially as Connected Cars Take Hold

Posted by Jesus Grana on 12/8/17 7:09 AM

The way we view available transportation options is changing before our eyes. OEMs are designing, developing and introducing vehicle services and features with increasing speed.

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Autonomous Cars: Who Will Bite?

Posted by Jesus Grana on 12/7/17 9:00 AM

Self-driving cars will be here within five years. Could fear of the unknown hinder auto industry sales? Or will ride-sharing give people confidence to buy? 

While details on which OEM, when and where are still unknown, a critical question remains: who will bite?

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Connected Cars: 26 Billion Reasons Your World is About to Change

Posted by Jesus Grana on 10/25/17 6:00 AM

The evolution of how we connect with other people, places and things has moved at a staggering pace - especially in the last 15 years. Nowhere is this more evident than at TU-Automotive Detroit 2017, the 17th annual Connected Car Conference & Expo. 

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