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Enhancing the customer experience through connectivity

by Michael Woodward, Dr. Jamie Hamilton, Dr. Bryn Walton
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    1 minute read

    Enhancing the customer experience through connectivity Disruption in the automotive industry

    1 minute read
    • Michael Woodward United Kingdom
    • Dr. Jamie Hamilton United Kingdom
    • Dr. Bryn Walton United Kingdom
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    The automotive industry of the future has the potential to be unrecognisable from that of today, and one of the key pillars underpinning any transformation will be increasing connectivity.

    So how is the automotive industry changing? What role will connectivity play and how is it driven by customer demand? What opportunities exist and how should they be prioritised?

    This report engages with experts from across the industry to evaluate a large number of connected vehicle use cases, looking at their potential to add value to an organisation and how OEMs might look to implement some of these opportunities over others.

    The use case groups have been developed from an initial analysis of over 50, which were then shortlisted and combined to 16 use cases which cover the breadth of the customer journey and the range of connected applications. We then allocated them to one of three ‘purposes’, as seen below.

    You can find the detail of the 16 use case groups on pages 9-11 of the report.

    Our analysis aims to identify where connected services could have the greatest impact - both on the traditional automotive industry - and that of the future.

    Topics in this article

    Automotive

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    • Michael Woodward
    • UK Automotive Leader
    • Deloitte UK
    • mwoodward@deloitte.co.uk
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    Michael Woodward

    Michael Woodward

    Partner

    Michael is a Consulting Partner and the UK Automotive Leader. Michael has 25 years’ experience in the automotive industry working with most of the European OEMs.

    • mwoodward@deloitte.co.uk
    • +44 20 7303 0884
    Dr. Jamie Hamilton

    Dr. Jamie Hamilton

    Director

    Jamie Hamilton is a director in Monitor Deloitte’s London office and leads the strategy and operations work in the automotive sector. He works with senior management teams of leading OEMs, leasing companies and new EV entrants to understand the disruptive trends reshaping the automotive and wider mobility sector. Jamie’s current focus is on helping existing and new OEMs manage the transition to electric, considering all aspects of the business, from engineering, sales model, charging and market entry.

    • jamihamilton@deloitte.co.uk
    • +44 20 7303 0650
    Dr. Bryn Walton

    Dr. Bryn Walton

    Manager

    Bryn is the insight lead for Deloitte’s UK Automotive practice. He has a wealth of experience working with some of the world’s leading consumer brands designing, running and implementing consumer research in areas including innovation and technology. He is the author of several recent thought leadership reports on electric mobility and the future of the automotive industry.

    • bcwalton@deloitte.co.uk
    • +44 20 7007 2352

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