Volkswagen UK Revolutionizes Customer Experience Measurement with AI-Driven Text Analytics
Volkswagen Group UK (VWG UK) is set to transform its customer experience evaluation with the introduction of VWG UK CX Health, an initiative driven by AI-powered text analytics. The project, a collaboration between VWG UK, Ipsos, and Medallia, aims to capture the genuine voice of the customer and provide a more accurate assessment of CX health.
The programme combines customer satisfaction scores with open-ended, verbatim feedback to generate an overall rating of customer satisfaction. It moves away from traditional dealer survey scores, focusing instead on understanding and acting on customer sentiment and intent across channels.
Nick Ratcliffe, Customer Experience Director at VWG UK, Jamie Thorpe, Chief Experience Officer at Ipsos, and Jodi Searl, Chief Experience Officer at Medallia, discussed the programme's benefits. They highlighted Medallia's AI-powered text analytics, which analyses customer feedback in real-time, enabling targeted improvements to the customer experience.
The shift towards this new approach is seen as a response to changing customer expectations and experiences in the automotive industry. The next generation of customers is thinking differently about car ownership, with alternatives like ridesharing and vehicle sharing becoming real options. Understanding customer wants and needs is key to shaping the future of car ownership and the overall buying, owning, and repurchasing experience.
The VWG UK CX Health programme redesigns the approach to customer experience, capturing the genuine voice of the customer and providing a more accurate assessment of CX health. By understanding and acting on customer sentiment and intent, VWG UK aims to stay ahead of the curve in the evolving automotive landscape.
Read also:
- India's Agriculture Minister Reviews Sector Progress Amid Heavy Rains, Crop Areas Up
- Over 1.7M in Baden-Württemberg at Poverty Risk, Emmendingen's Housing Crisis Urgent
- Life Expectancy Soars, But Youth Suicide and Substance Abuse Pose Concern
- Cyprus, Kuwait Strengthen Strategic Partnership with Upcoming Ministerial Meeting
