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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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