MSX International

How are OEMs adapting their transition to digital learning to meet new consumer demands?

Training requirements and the need to upskill in this new reality are more important than ever. Businesses are looking for more digitalized training solutions to reduce spend and speed up delivery. Already in the midst of a digital transition, OEMs are facing increasing pressure to provide remote learning as the COVID-19 outbreak demands precautions and social distancing.

Manufacturers must find a way to migrate their existing training curriculum and make it accessible 24/7, from any location, without compromising on quality.  Learners expect to access information in one click, therefore OEMs need to integrate existing learning and development systems and their specially adapted curriculum into a single learning ecosystem. And they must have the tools to analyze learners’ performance to continuously improve the overall experience.

By making digital and remote learning relevant for automotive retail, OEMs can succeed in this new reality.

“We have to be open-minded because this technology is changing incredibly fast. We need to have everything in the palm of our participants’ hands.”

From a content perspective, we don’t like to take just one direction, one approach. The blend of animations, videos and people’s reactions on camera is what brings digital learning together.” 

Richard Weinberg, National Training Manager, Ford, Lincoln

How can OEMs and dealers leverage the power of digital to supercharge their aftersales business?

As much as it is considered a cliché, the reality is that aftersales is the backbone of the automotive business. It contributes a substantial percentage of profit, not just for dealers, but also OEMs. The strength and health of the aftersales business is critical to the health of the industry, as small changes in aftersales profit can have a dramatic impact on overall profitability.

COVID-19 has had an immense impact on the automotive industry. Throughout this pandemic, however, the aftersales business has provided the spine of resilience that has helped a number of dealers and OEMs cope with the unprecedented challenges brought about by the crisis.

Even before COVID-19, digitisation had emerged as an important driver of change in the automotive industry, and the current crisis has only cemented the importance of digitisation as a lever of success.

Big changes are on their way. A whole new generation of electrified and connected vehicles is coming to market. This represents interesting challenges and opportunities for the aftersales business. Importantly, we will now also have to deal with the changes that the post-COVID world brings with it.

How can digitisation of the aftersales business - spanning everything from customer acquisition, customer experience, customer retention and workshop operations – help to build a profitable business for the future?

The automotive parts business is moving fast. An abundance of online information is changing customer expectations, and new sales channels are influencing their buying habits.

This MSX Podcast is examining the Covid 19 impact on service and the sale and distribution of Automotive Parts.

This is the first part of a series of Podcasts created by MSX in the wake of the Covid 19 crisis covering its impact on a number of facets of the automotive industry.

In this Parts and Service Podcast Series we will focus on:

• The initial impact of Covid 19
• The short term path to recovery
• How this crisis will reinforce and accelerate trends that were already apparent pre the crisis

Watch out for our further episodes covering:

• Parts Wholesale Strategy
• Service in North America
• Wider Digital Initiatives

Brands come to life at the frontline. This is where brand promises are fulfilled, or often, rather unfortunately, broken. The frontline has always been important to a brand’s success, and the COVID pandemic has really underlined how important the frontline is to our lives, as well as to the economy at large.

Automotive brands have traditionally made significant investments in building and maintaining the competence of the frontline, i.e. dealer staff. However, conventional learning methodologies and approaches are beginning to show deficiencies. They are expensive and require learners to step out of the business. Most importantly, brain science shows that conventional learning is in contrast to how the brain actually learns.

Microlearning is an exciting new methodology that takes a business-focused, technology-led view of learning. It encourages learning in the flow of work, and is shown to be more efficient and cost effective than traditional learning methods. Microlearning presents tremendous opportunities to make frontline learning modern, contemporary, fun and impactful.

We are joined by Axonify’s Chief Learning Architect, JD Dillon, in this very informative chat about why the frontline is so important, what does it take to build a resilient frontline, and how microlearning as a methodology can help brands make the journey. 

We also talk about MSX and Axonify’s joint initiative ‘Learn and Thrive’, which you can sign up for here.

https://www.msxi.com/en/learn-and-thrive/

Driven by global megatrends like urbanization, climate change, and technology advancement, the automotive industry is currently undergoing the most radical changes since the invention of the car. 

The Coronavirus has hit the industry hard and is forcing digitalization in areas where it has been long overdue. Also the customer behavior has changed as well.  Driven by eCommerce experiences on platforms, customers are used to  an end-to-end one-stop-shop processes, self-service, and direct interaction via digital channels, but when it comes to buying and servicing cars, the world sometimes seems still very analog.

In our Podcast we discuss what consumer really want and how businesses can understand the need of each customer they interact with. Our guest will be looking at latest technology, the importance of leadership and change management , customer service charters and strategies for a successful transformation towards a customer centric business model.

Agenda: 

• The future of the automotive customer journey 
• Seamless integration of physical and digital touchpoints 
• The importance of technology and data 
• The role of the dealership of the future 

For many in the automotive and motor trade industries, the last few months have been about survival. However, signs of recovery have started to appear on the horizon. Listen to our podcast to learn how industry leaders are planning to "Bounce Back" as they discuss what they have learned and how they plan to respond to life after COVID-19.

The effect of the coronavirus on society and the global economy is unmatched, with severe consequences for the automotive industry. Large scale manufacturing interruptions, closure of dealerships, and the lockdown has accelerated innovations in the auto industry at a speed and scale that nobody could have predicted. Moving forward, new consumer needs born in our current crisis will likely drive lasting revolution for both OEMs and dealers.

Listen to our PODCAST to find out how MSX leaders believe auto retailers will need to adapt to COVID-19’s longer-term impact. How can they best leverage this crisis to build a long lasting advantage?