The Future of CX and the Digital Consumer
Companies of all shapes and sizes have invested considerably in technologies to help them understand their customers better and more in depth with the aim of providing a superior customer experience. However, as industries strive to form a more complete picture of customer preferences and behaviors, they continue to rely on decaying survey-based measurement tools that for years have formed the foundation of CX efforts.
In today’s digital world, leading automotive brands are taking advantage of the wealth of consumer data being generated, captured and available to them. With the right technologies, unstructured data can now be monitored, tracked, and measured to identify CX issues and opportunities in real time, which can help brands better understand their customer interactions and preempt issues in the customer journey
Ali Fawaz is the General Manager Worldwide Automotive for Reputation.com. He carries a passion for making innovative waves in the customer shopping experience. He’s lead work for brands such as Ford, Chevrolet, and Cadillac to elevate their online reputation. Providing strategic direction that paved the way for the development of scalable & measurable marketing & CX solutions in the automotive digital, and social media landscape. Ali Graduated from the University of Michigan with studies in corporate communication. Today he works with automotive OEM’s to leverage data, directories, reviews and surveys to catapult the retail dealer’s online presence.