Imagine that you are thinking about selling your old car. But not because you want to sell it, but because the car itself told you it is the right time to do it - based on used car market data. According to Eric Boutin, head of customer journey at ŠKODA AUTO this is not a science fiction. With proper data it is quite an easy thing to process. But we need to get to the point where there will be public consent that this kind of data usage is beneficial for the customers.
What exactly is behind the term customer journey? Does it end at some point? And how has it changed because of covid, younger generation of customers and new digital technologies? I'm Vojtěch Koval and you are listening to SIMPLY CLEVER PODCAST 2.0 with Eric Boutin, head of customer Journey at ŠKODA AUTO.