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.