Customer Experience Insights

Making sense of an ever-changing automotive landscape The century-old Henry Ford quote that “Any customer can have a car painted any colour he wants, so long as it’s black,” cannot be further from the truth …

The automotive world can learn a lot from how other industries consistently deliver amazing guest experiences. Six years into my career, I made a significant pivot—from Xerox and the world of office printers to automotive …

Auto dealers who evolve, have a different, but bright future. In 2019, Forbes magazine offered one of the best descriptions of disruption I’ve read: “Disruption is rarely invited… it is almost always forced on us, particularly in a …

Order-to-delivery is going to be with us for a while, and we need to improve our approach for how we keep our customers in the loop. The rules of the game have changed. If you …

I’ve never thought of myself as an early adopter. If my lovely wife had a dollar for every time she encouraged me to “try something new”—say other than navy blue sweaters or penne a la …

Herbert Diess, former CEO of The Volkswagen Group, commented at the end of June that global revenues for the automotive industry are forecast to reach circa CAD $6.5 trillion by 2030, up from CAD 2.6 …