Modernizing the automotive industry: Creating a seamless customer experience 


In partnership withKyndryl

The automotive industry is rapidly changing as connected and autonomous vehicles — enabled by AI and machine learning — are transforming transportation to create a seamless and personalized customer experience. The modernization of systems and software is steering vehicles to be more intelligent than ever, improving driving experiences and propelling operational efficiencies. From simulation testing on the factory floor to lifecycle predictive maintenance, connected vehicles drive success in an increasingly competitive landscape. 

The new age of connectivity has pushed original equipment manufacturers (OEMs) to rethink how they develop vehicles that can take advantage of data, automation, and connectivity and meet customer demands for more personalized and predictive products. As a result, the future of mobility will be a digital ecosystem in which digital services, connectivity, and data are linked in an end-to-end architecture.   
MIT Technology Review recently sat down with Eddie Sayer, chief technology officer at Kyndryl and Maria Uvarova, head of software product management at Stellantis to discuss the ways advanced technologies can infuse efficiencies, predict issues, improve performance, and create an optimal customer experience.  

A customer-centric approach to digital modernization 

As digital technologies like AI become ubiquitous, the automotive industry has an opportunity to respond to customer needs as they arise based on real-time collected data and insights.   

Sayer offers an example of the dreaded service indicator light coming on. Typically, a customer would see the dashboard light and follow up with a mechanic to get a diagnostic code to classify the issue.

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