Gen Y comprises of the largest generation group with more than 80 million people. From a vehicle purchasing perspective, according to the J.D. Power 2015 U.S. Tech Choice StudySM, this generation occupies 28% of new-vehicle purchases today. Watch this brief video clip to gain deeper insight into this growing generation and how their advanced usage of technology may impact vehicles of the future.
With ongoing pressure on margins, constraints on fees, and cost of compliance all impinging on earnings, self-service channels represent a critical opportunity to reduce costs and maintain profitability. The good news is that customers are also demanding the convenience and control provided through digital interactions. However, the risks to reputation and business results of delivering a less-than-seamless experience are high. So how do you capture the benefits and overcome the obstacles?