Manage episode 343342212 series 3244079
We are delighted to welcome Attila Szabo, who is Managing Director at Ford of Poland, leading the national sales company. We’re also joined by Annamária Földes, who leads our Ipsos Customer Experience and Channel Performance business in Hungary. Attila speaks to us about Ford’s electric future and what that means for the future Ford Customer Experience, including the opportunities afforded by the electric CX journey to further strengthen the customer relationship. He describes some of the learnings from the pandemic and those new digital, and subsequently phygital, touchpoints which were introduced by necessity, but which have been retained and enhanced the experience, and so driving better customer outcomes. Attila is a big fan of mystery shopping, describing it as the “moment of truth … irreplaceable”, along with Voice of the Customer (VoC) research. Of course, as a CX savvy organisation, the importance of CX is recognised throughout Ford, with the ‘Chairman’s Award’, the top award for dealerships, having CX as the primary measure. The future is bright, the future is partially here … Customer Experience is ever more important – we agree, Attila, and look forward to welcoming you back to share the next instalment of Ford’s story.