{"id":34424,"date":"2024-01-09T15:49:02","date_gmt":"2024-01-09T20:49:02","guid":{"rendered":"https:\/\/www.concentrix.com\/?p=34424"},"modified":"2025-11-26T09:22:13","modified_gmt":"2025-11-26T14:22:13","slug":"an-automotive-leaders-journey-to-improve-customer-engagement","status":"publish","type":"post","link":"https:\/\/www.concentrix.com\/insights\/case-studies\/an-automotive-leaders-journey-to-improve-customer-engagement\/","title":{"rendered":"An Automotive Leader\u2019s Journey to Improve Customer Engagement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34424\" class=\"elementor elementor-34424\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-54b0098 elementor-section-height-min-height ken_b_center elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"54b0098\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-2da7358\" data-id=\"2da7358\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-aa9217a elementor-widget elementor-widget-text-editor\" data-id=\"aa9217a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1>An Automotive Leader\u2019s Journey to Improve Customer Engagement<\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0591890 cs-link elementor-widget elementor-widget-text-editor\" data-id=\"0591890\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Our client is a leader in automotive innovation and is committed to improving the customer experience.<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff9c4ab elementor-widget elementor-widget-text-editor\" data-id=\"ff9c4ab\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Industry: <a href=\"\/industries\/automotive\/\">Automotive<\/a><\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-28858f0\" data-id=\"28858f0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e643a9a elementor-widget elementor-widget-image\" data-id=\"e643a9a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1300\" height=\"1200\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-hero.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-34429\" alt=\"improve customer engagement\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-hero.png 1300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-hero-300x277.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-hero-500x462.png 500w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-hero-768x709.png 768w\" sizes=\"(max-width: 1300px) 100vw, 1300px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-eb86ffa e-flex e-con-boxed e-con e-parent\" data-id=\"eb86ffa\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-3eca5c2 e-con-full e-flex e-con e-child\" data-id=\"3eca5c2\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2c5735f elementor-widget elementor-widget-text-editor\" data-id=\"2c5735f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Challenge<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-797cf8d elementor-widget elementor-widget-text-editor\" data-id=\"797cf8d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In their commitment to foster innovation and improve customer engagement, the client saw the need to refine sales and service processes. This involved improving communication between sales consultants and customers.\u00a0\u00a0<\/p><p>By evolving the showroom experience across the globe, the client sought to drive deeper engagement with customers.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e7f8498 e-flex e-con-boxed e-con e-parent\" data-id=\"e7f8498\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f367990 e-con-full e-flex e-con e-child\" data-id=\"f367990\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13dd900 elementor-widget elementor-widget-text-editor\" data-id=\"13dd900\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Solution<\/h2><p>The project began with a two-part user-centered question:<\/p><p><em>\u201cWhat is really needed by sales consultants to deliver an exceptional customer experience?\u201d\u00a0<\/em><\/p><p><em>\u201cAnd how can digital be leveraged to achieve that goal?\u201d\u00a0<\/em><\/p><p>Concentrix was chosen to uncover crucial insights using our established research methods and formulate a solution concept to improve customer engagement. Additionally, our work extended to validating the concept with end users to prove its potential in enhancing customer engagement.\u00a0<\/p><p>We began by identifying the target users and establishing hypotheses about their:\u00a0<\/p><ul><li>Behaviors\u00a0<\/li><li>Pain points\u00a0<\/li><li>Areas of influence in the customer purchase journey<\/li><\/ul><p><br \/>Our team not only managed in-depth interviews with both sales consultants and customers, but we also conducted in-showroom shadowing across multiple geographies to identify any notable variances in the purchase journey.\u00a0<\/p><p>Based on the insights derived from these research activities, the team identified over 50 potential solution concepts to improve customer engagement. These were validated and prioritized with the client, and our team created showroom concepts for the five highest-priority ideas.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4fee7f elementor-widget elementor-widget-image\" data-id=\"d4fee7f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/Were-on-a-journey-to-improve-customer-engagement-inline.png\" title=\"We\u2019re on a journey to improve customer engagement &#8211; inline\" alt=\"improve customer engagement\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1ade6941 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1ade6941\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-79cc7f84\" data-id=\"79cc7f84\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e910866 elementor-widget elementor-widget-image\" data-id=\"e910866\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"500\" height=\"360\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-quote.png\" class=\"attachment-full size-full wp-image-34428\" alt=\"improve customer engagement\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-quote.png 500w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-quote-300x216.png 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-6e3f1722\" data-id=\"6e3f1722\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4ebff551 elementor-widget elementor-widget-text-editor\" data-id=\"4ebff551\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">&#8220;<\/span><span data-contrast=\"none\">This strategic deployment enabled a much-needed self-service device activation feature within the self-service app, support for FAQs, and a customer survey.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-contrast=\"none\">&#8220;<br \/><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-84f613e e-flex e-con-boxed e-con e-parent\" data-id=\"84f613e\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-7d54fca e-con-full e-flex e-con e-child\" data-id=\"7d54fca\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94339cd elementor-widget elementor-widget-text-editor\" data-id=\"94339cd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Outcomes<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9279b57 elementor-widget elementor-widget-text-editor\" data-id=\"9279b57\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>By working closely with sales consultants and effectively managing senior stakeholders, we were able to identify and validate five high-value concepts that led to concrete steps being taken to improve customer engagement.<\/p><p>Looking to drive a better <a href=\"https:\/\/www.concentrix.com\/solutions\/experience-design\/\">customer experience<\/a>? Let our industry expertise accelerate your expectations throughout the<a href=\"https:\/\/www.concentrix.com\/industries\/automotive\/\"> automotive lifecycle<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-44c5b9f e-con-full e-flex e-con e-child\" data-id=\"44c5b9f\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d60b48c elementor-widget elementor-widget-image\" data-id=\"d60b48c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/01\/An-automotive-leaders-journey-to-improve-customer-engagement-outcome.png\" title=\"An automotive leader\u2019s journey to improve customer engagement outcome\" alt=\"improve customer engagement\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1073d14 e-flex e-con-boxed e-con e-parent\" data-id=\"1073d14\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d8b1a32 e-con-full e-flex e-con e-child\" data-id=\"d8b1a32\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f06cb67 elementor-widget elementor-widget-text-editor\" data-id=\"f06cb67\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Related Services and Solutions<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eefe9d8 elementor-widget elementor-widget-jet-button\" data-id=\"eefe9d8\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"\/solutions\/cx-strategy\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">CX Strategy<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">CX Strategy<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-172f681 elementor-widget elementor-widget-jet-button\" data-id=\"172f681\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"\/solutions\/experience-design\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Experience Design<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Experience Design<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b5d4e2a e-flex e-con-boxed e-con e-parent\" data-id=\"b5d4e2a\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-b2140c0 e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"b2140c0\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9b24053 elementor-widget elementor-widget-image\" data-id=\"9b24053\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1200\" height=\"1600\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us.webp\" class=\"attachment-full size-full wp-image-92128\" 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This automotive innovator wanted to conceptualize a whole new customer buying journey to improve engagement.<\/p>\n","protected":false},"author":36,"featured_media":34425,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"footnotes":""},"categories":[513,548,1168,638],"tags":[503,2902],"class_list":["post-34424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automotive","category-case-studies","category-cx-management-insights","category-experience-platforms","tag-automotive","tag-automotive-featured"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Automotive journey to improve customer engagement - Concentrix<\/title>\n<meta name=\"description\" content=\"This automotive innovator wanted to conceptualize a new customer buying journey to improve customer engagement throughout the experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.concentrix.com\/insights\/case-studies\/an-automotive-leaders-journey-to-improve-customer-engagement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An Automotive Leader\u2019s Journey to Improve Customer Engagement - 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