voice of the consumer — Industry Insights, Data, and Solutions For Business Leaders

Stewart Stropp: EV Consideration Study from J.D. Power Illustrates Need for More Information & Transparency to Increase Adoption

Now that we’re well into 2022, electric vehicles (EVs) are gaining tangible traction in the auto market. Ongoing product launches, infrastructure build-out, policy change and rising gas prices are greasing the ramp-up in consumer interest. But significant work lies ahead if the industry wants to accelerate the transition from early to mass adoption of EVs. A lack of information on the value and ownership propositions has left a large swath of new-vehicle shoppers reticent to make the electric leap. Automakers, retailers and other stakeholders need to ‘rewrite the script’ to change consumer attitudes and increase interest in EVs.

Customer Service and Support Technology Investments Must be Scrutinized for Their Ability to Deliver on Customer Experience Goals, Says Gartner

Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020.

Auto Revolution 2019: The Critical Role Of Trust In Harnessing The Full Potential Of The Voice Of The Vehicle

While the emergence of internet of things (IoT), artificial intelligence (AI) and next generation cloud computing technologies are creating new opportunities to capture deep insights into the driving and vehicle ownership experience, the automotive industry must take care to ensure consumers have a high level of comfort and trust in Voice of the Vehicle (VOV) initiatives, says Dave Sargent, Vice President of Global Automotive for J.D. Power, in an interview prepared for the upcoming J.D. Power Auto Revolution event in Las Vegas on October 23-24.

Employee Engagement A Top Concern Affecting Customer Experience, Gartner Survey Finds

Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86 percent of CX executives in a Gartner, Inc. survey ranking it as having an equal or greater impact than other factors such as project management and data skills.

Airrion AndrewsJune 15, 2018Gartner, Customer experience, CX, project management, voice of the consumer, VOC