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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

Reports of ICE Death Seem to Be Greatly Exaggerated

Posted by Jesus Grana on 5/9/23 12:00 PM

CX Insights - Trend Watch - Automotive Industry (ICYMI April 2023)

ICYMI - This month’s ICYMI recap revisits the topic of synthetic fuels! A couple of months ago, I earmarked it as a potential hot topic – and indeed it has been. Its availability weighed heavily on the EU’s decision to include an exception to their 2035 EV-only mandate: ICE cars running on eFuels.

You know the drill by now: Here’s what we’ve seen during April/May! 

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Electrified in the US

Posted by Jesus Grana on 4/19/23 10:27 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI March 2023)

ICYMI Just like that, Q1 is already done! The third month of the year brought us news on continued investment in U.S. electric vehicle and battery manufacturing. Also, this past month, we started to notice more news related to car software decisions that will directly affect the end-user and customer experience, as they shape the future of connected car services. Lastly, we saw additional evidence that pricing in the EV sector is still being finalized as the year progresses. 

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A Patchwork of "Past," Present & Future in Auto

Posted by Jesus Grana on 3/17/23 9:30 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI February 2023)

ICYMI - Even though February was a short month, it still brought us a few noteworthy headlines. During the past few weeks,we’ve seen an alternate reality that places EVs in the Victorian era, read there’s hope for ICE life beyond 2035, and watched the continued march toward a Jetsons future, turning the drivers seat into a digital “paradise.”  

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Mobility Future: Technology & Light

Posted by Jesus Grana on 2/20/23 10:55 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI January 2023)

ICYMI We’re having a great start to the new year, readers! Let’s welcome 2023 with renewed optimism as we continue the electrification and “softwaretization” of our automobiles.  

I remember back in the 1980s, we were setting up our personal computers and getting used to having all that data processing power in our living rooms. While our Commodores and Apple IIs were close at hand, not many of us were thinking how much more available tech would it get as it continued migrating to PDAs (personal digital assistants) and into today’s automobiles (which have also become an extension of our smartphones). 

In fact, it’s estimated that electronics already account for at least 40% of a new car’s cost – a number that’s only growing. Even a semiconductor shortage doesn’t seem to have slowed this trend, as evidenced by this year’s CES auto announcements.  

From a CX perspective, as technology introduces new services to the mobility experience, it’ll be even more important to deliver an exceptional experience, not only to educate on new offering, but to ensure ongoing satisfaction and loyalty.  

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A Look Back: Health Care at 2022's End

Posted by Jesus Grana on 1/23/23 1:25 PM

 A collection of curated stories from client industries, CX and global trends that grab our attention. 

ICYMI - In our end of 2022 update, we’re continuing to highlight articles we found newsworthy and relevant to current trends in the industry, to our clients and their customers.   

In general, we continue to see interest from established companies, and entrepreneurs from outside health care, to form and/or strengthen their presence in the industry. Over the last few months, in addition to the now “usual suspects,” like Amazon and CVS, we are seeing Apple, Mark Cuban and JP Morgan growing their forays into the industry. 

We also caught a couple of articles that could be translated into what I call the “co-opetition” trend, where you see “symbiotic” or mutually beneficial partnerships between established and new players offering original, improved and/or reduced cost services. In this space, we saw a couple of examples with Amazon and existing players, as well as Cigna and Walgreens, and in the tech sector, United Healthcare and Apple.  

As the U.S. population ages, growth in the health care industry is guaranteed. One goal/objective from such increased activity could also be summed up in an attempt to unify all patient needs into a single “brand” – like in every industry, “he/she/they” that owns the relationship with the end customer (patient) will reap the benefits that come with loyalty. 

From our perspective, we can see how Customer Experience (CX) has a better opportunity to improve as the industry takes on this customer-centric approach to deliver 360-degree wellness capabilities within a single hub/source.

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The Electric Ecosystem Taking Shape

Posted by Jesus Grana on 1/23/23 9:59 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI November & December 2022)

ICYMI For the end of the year we were hard at work like Santa’s elves keeping clients and readers like you abreast of the evolving trends and topics that continue to keep EVs on top of the headlines. 

November was no exception, as more and more attention was given to the infrastructure to support EVs. What may be more surprising is that despite the “disillusionment” we posted in previous months surrounding the autonomous vehicle market, investments are still moving forward as if there was no hesitation at all. The future waits for no one! 

With this said, we can't wait to read about all the January CES announcements in Vegas and share the ones we find the most noteworthy with you.

Without further ado, together with our best new year's wishes, let’s dive in to what happened at the end of 2022.

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Automobiles Going Soft(ware)

Posted by Jesus Grana on 11/15/22 12:00 PM

CX Insights - Trend Watch - Automotive Industry (ICYMI October 2022)

ICYMI - October brought us many stories in the auto investment (and disinvestment) space. Headlines are seeming to move away from EVs and batteries for the time being, and instead are focusing on software both enabling connected car services and allowing autonomous driving.  
Let’s examine all the areas OEMs are investing and partnering in next for software technology an area that will bring opportunities for customer experience to improve, as services are expanded and real-time updates bring extra services to the mobility experience.

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Charges Aplenty, Chips a Scarcity

Posted by Jesus Grana on 10/14/22 9:30 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI September 2022)

ICYMI - September marked the return of the Detroit Auto Show after a three-year hiatus! While it wasn’t as well attended as prior years, the Detroit Three were very engaged; a well summarized review of the show can be found here: Fuel For Thought: Detroit Auto Show 2022 – An Industry In Transition.  

It’s in the spirit of transition that we found a couple of trends in this month’s articles highlights, ranging from new EV players, a boost to renewable EV power and more.  

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Putting the Autonomous in Auto

Posted by Jesus Grana on 9/19/22 9:00 AM

CX Insights - Trend Watch - Automotive Industry (ICYMI August 2022)

ICYMI - Indeed August presented more of the usual headlines we’ve come to expect from today’s auto industry (chip shortage, EV batteries and charging infrastructure investment). But this month, we also saw more articles on autonomous vehicle plans beyond the usual robotaxi tests going on. We learned about further investment outside the “otherwise usual suspects” and investments surfacing, with the most salient in this month’s highlights below.

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Could New Entrants Change the Customer Experience?

Posted by Jesus Grana on 8/31/22 9:00 AM

 A collection of curated stories from client industries, CX and global trends that grab our attention. 

ICYMI - It’s been a minute since our last blog post about trends in the health care industry! But don’t let that fool you into thinking there’s been no news. Since the pandemic, the “race” for better health care and increased customer expectations continues to accelerate.
While mental health and improved eldercare is often in the news, we have also noticed greater buzz around non-traditional players investing and growing their health care activities, and more interest in understanding and improving the customer experience in all of health care, particularly for payer/plans.
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