We are delighted to welcome David Hart, Customer Experience Manager for Kia, along with  our very own Jamie Thorpe, Head of XM.  David, with his wealth of auto and CX experience, speaks to us on the back of yet another record sales month at Kia, with market share now topping 5%.  He describes some of the keys to that success, with an unrelenting focus on the customer/employee and CX, of course, sitting at the very heart.   Inspired business foresight, brilliant product, super-strong partnerships with dealer networks, empowered dealers, bridging the gap between physical and digital, and the power of CX social all play a role … But those of you who know Jamie, won’t be surprised to learn that’ it’s Kia’s ‘double closed loop’ driving improved results that really warms his ‘CX geek heart’.  And, apparently, there’s even better to come.  Yes, we’ve invited David back to share.  Enjoy!

Find out more about our latest Ipsos CX and Channel Performance thinking.