In our article ‘wholesale to retail transformation’ – people first’ https://www.phm.co.uk/news-insights/wholesale-retail we discussed what the Agency model is and why some automotive manufacturers are choosing to implement it.

The increasing number and speed of product launches, along with the changing nature of product information updates, can create escalating challenges for traditional project management methods. In the automotive industry, for example, over-the-air (OTA) updates can swiftly introduce significant upgrades, presenting a formidable challenge for frontline staff tasked with staying abreast of these changes. The ongoing shifts in product information not only strain project management processes but also pose a significant obstacle to delivering on time. Giving Teams the complex task of adapting quickly to these rapid and impactful modifications to effectively meet customer expectations.

If you ask 5 colleagues to explain to you the concept of “customer experience”, you are likely to receive 5 different answers. Many will say things like “a frictionless customer experience”, “delivering on promises” and “efficient and accurate communications” but what they are actually describing is “customer service”

The automotive industry is currently experiencing a profound shift, with the purchasing habits of customers evolving at a rapid pace. Technological advancements and shifting customer expectations are rendering traditional hard-sell techniques ineffective, potentially resulting in subpar customer experiences.

Like most, the past few years have presented us with challenges, but we have emerged stronger and more resilient. Our ability to adapt quickly and embrace remote work has ensured seamless operations and unwavering dedication to delivering exceptional results for our clients.