Ford
Customer Experience

Challenge & Solution

Together with our colleagues in London, we built a sustainable EU retail customer lifecycle with the main pillars Discover, Purchase, Onboarding, Drive & Ride, Service & Maintenance, Renew – based on thousands of data sets/insights. We categorized hundreds of necessary topics to make buying a Ford an enriching experience. A significant peak on data showed the weakness of the handover process – our first project.

Responsibility:
- Consultancy
- Building CX team
- Process definition
- Feasibility