Hyundai Motor America has extended its commitment to building competitive advantage via customer experience (CX). By investing in a tier 1 provider of technology enabled CX solutions, the automaker has built strength in two key areas:
1. Cross channel data gathering:
“Listening” is a key factor and getting it right across all the channels that your customers are using is extremely important — Hyundai recognized that insights into customer satisfaction would required a wider attempt at gathering customer activity.
2. Improving the ‘actioning’
Sustainable CX programs enable companies to respond to customers back on the same channels that they received input. And there is alignment to the needs of customers and to their long term economic value to the company.
This two level approach to building competitiveness is only possible with strong technology based help — as Teletech is providing the Hyundai.