CASE STUDIES - BOARD DEEP DIVE_v3

Personalizing the journey of the digital customer

The Challenge: Transform the brand to meet the demand of the digital marketplace Enable seamless omni-channel customer journey across marketing, sales, and service in a personalized manner The Approach : Develop user cases and design the future-state customer journey Deploy the omni-channel platform to enable seamless migration across channels Integrate customer data points to create one customer view Employ real-time data visualization to track customer satisfaction and pain points Design and curate the digital knowledge base Redefining how they compete: Ford are transforming from an automotive manufacturer to a full-service transportation provider. Ford Pass is at the center of this new disruptive business model. Ford is developing a mobile-physical-digital platform that empowers the customer to own their journey. Part of that empowerment is building a culture that is focused on trust, empowerment and mobility.

The Impact:

Rapid acceleration of digital tools that make life easier

Building trusted relationships

Putting the customer in control of their journey

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