The Flagship Experience

How AI and Software-Defined Vehicles Will Revolutionize the Automotive Customer Experience

Trends such as urbanization, climate change, aging populations, and new work practices are starting to impact not only how we move and how we transport goods, but also the decisions we make about consumer transportation and logistics. The Flagship Experience discusses how Software-Defined Vehicles and AI will enable transportation providers, automakers, and transportation planners to reimagine the mobility customer experience, and presents a framework for implementing it. 

Software-Defined Vehicles will center the customer experience around the customer, not the vehicle. Combining AI with vehicles’ big data generation, configurability, and updatability provides automakers with recurring customer-monetization opportunities. It impacts how automakers design, make, sell, and service vehicles; how transportation

and logistics providers maximize their vehicles’ utilization and improve the return on their investment; and how customers (both consumers and businesses) interact with the vehicle, the automaker, and numerous service providers. To succeed in making this shift, organizations will need to undertake important transformations. The Flagship Experienceanalyzes the approaches already taken and outlines additional ones that will be necessary.