Every touchpoint is a test of a brand.
In the world of automotive retail, customers encounter greater choice, fragmented information, and more interactions than ever. For manufacturers, the imperative is to bring clarity and reassurance to the process while preserving the personal relationships that earn trust.
At Nissan AMIEO, Coralie Musy, Vice President of Customer Experience and Market Intelligence, is focused on identifying customer pain points, directing investment priorities, and driving alignment across teams. In this interview, she dissects the principles that have dictated Nissan's customer experience overhaul and the leadership concepts guiding its broader transformation.
Key themes:
- How journey mapping and a single, consistent framework for measuring satisfaction can surface the most critical service gaps
- Where AI and digital tools can streamline the path to purchase, and why human interaction remains essential to customer confidence
- What it takes to sustain transformation: clear objectives, cross-functional collaboration, and continuous improvement
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