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ICYMI - BPO News Roundup (May 2021)

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

Here we are in the middle of 2021, and positive auto news abounds! I’m talking continuous EV investments, hope that the chip shortage will be resolved by Q4 2021, and most importantly, 2021 sales outpacing 2020. What does this mean? Positive OEM outlooks for the immediate future and beyond as alternative revenue business models return to the discussion table. In other words: Fully integrated and connected living spaces, cities and centers of the future.

Three years ago, I wrote about this very topic. As technology grows more sophisticated, smart, connected features will be implemented in all aspects of daily life. And nowhere is that more evident than how we look at transportation, private or public, as connected cars enable experiences rather than just transportation. But most importantly, we need smart customer service every step of the way.

Here’s how OEMs are answering that call:

  1. The Connected Car Future Is Already Starting in China: McKinsey posted a surprising statistic: In China, 56% of consumers say they’d change brands for better connectivity and even pay higher prices than Western consumers for a true connected car experience. Supporting this fact is that Chinese automakers have elevated connected cars into a truly immersive transportation experience. What are they doing right, and what can we in the West learn from their tech innovation and customer support?
  2. Tres Bien! It's a Baby...Citroen: Stellantis’ Free2Move mobility solution is rolling out in Europe and is expected to begin its test market run in Portland, Oregon, very soon. It’s coming in the form of a Citroen Ami, Stellantis’ compact EV, and customers will be able to try out this exciting new vehicle for up to a week. What will price points be? What other features will it have?
  3. 'Try Before You Buy,' Says Hyundai: Despite no announcements (yet!) regarding price point for its 2022 Ioniq 5 electric vehicle, Hyundai has declared its commitment to implementing a low-risk subscription plan for its first customers to try this exciting new model. What else does this plan include?
  4. General Motors, Beyond the Auto: The results of every cost-cutting decision CEO Mary Barra has made is about to bear fruit as General Motors is poised to invest trillions in new market opportunities ranging from autonomous vehicles to urban air mobility. Its bold, forward-thinking strategy is detailed here.
  5. Kia & Singapore - A Smart Decision: Kia Corporation and Singapore’s top auto group Cycle & Carriage have agreed to terms for building an online Smart Service Center in Singapore. This means various services offered in real time based on driving data as well as improved dealer services like maintenance and repair. Will this become a global trend?

I have no doubt a connected future is inevitable, but it’s the manner in which we treat customers at every touch point that will make or break this future. As long as OEMs keep ease of use and customer satisfaction first and foremost, the possibilities for innovation and growth are endless.