The Auto Retail Accelerator consists of a set of seven customer experience offerings, as described below:
CX envisioning: Design thinking principles and design-led transformation support context-driven CX envisioning. This includes auditing the experience, capturing aspirations, and formulating the creative brief, which depicts the brand’s vision and strategy. OEMs can simulate the customer experience through a series of hero journeys built from a pre-selected set of use cases.
Technology assessment and recommendation: Analysis of the as-is state of systems, applications, and supporting business processes along with recommendations modernize or fix the digital core.
Virtual buying experience: Virtualization delivers a more immersive buying experience along with the preferred car configuration.
Modernization/reimplementation: Modernization or reimplementation of legacy back-end systems, including systems of records (SOR) such as customer relationship management and dealer management systems, support large-scale transformation.
OEM-led interactive or digital marketing services: Marketing technologies and digital content lay the foundation for interactive marketing services across channels, touchpoints, and geographies.
New business model launch: Faster launch of new business models such as subscription-based ownership and the used car marketplace address the need for flexible car ownership.
Connected services: Integration with connected vehicle features and leveraging the network of ecosystem players and data analytics enhance the customer experience across the ownership journey.