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TECH BUYER Mar 2019 - IDC PeerScape - Doc # US44912919

IDC PeerScape: Practices to Drive Increased Customer Value Through New Products and Services in Automotive

By: Matt ArcaroResearch Manager, Next Generation Automotive, Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC PeerScape presents four practices to help vehicle manufacturers and suppliers, fleet owners and operators, and repair organizations understand how to improve and evolve aftermarket services. These practices center on the use of artificial intelligence and machine learning to support increasing vehicle reliability, aligning cross-organization objectives to improve the delivery of warranty services, optimizing driver monitoring tools and safety to improve efficiency and reduce complexity, and the embracing of additive manufacturing techniques to address current and future problems.

"Understanding and prioritizing the challenges your customers are facing provide a wish list for service innovation. These innovations are unlocked by embracing and engaging with an ecosystem of third-party providers and technology capabilities to complement in-house potential," says Matt Arcaro, research manager, Next-Generation Automotive Strategies at IDC.

"Service isn't just something that happens as an unintended result of selling a product, vehicle, or fleet. It is an opportunity to innovate and deliver increased value to the end customer, and vehicle manufacturers and supplier networks must build a strategy around service to offer new products and experiences," says Aly Pinder, research director, Service Innovation and Connected Products Strategies at IDC.


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