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
Before “semi” retiring this past year, George spent the previous 35 years working for Subaru of America. During the last 25 years at Subaru George was the National Owner Loyalty Manager. In this role, he was responsible for both solicited and unsolicited customer feedback for Subaru’s 640 dealerships. George spent a good portion of his time “negotiating” with the Subaru National Dealer Advisory Board on how best to collect, report and implement this valuable resource. Today, George divides his time between mowing grass, playing with his classic cars and helping others improve their customer experience.