A new ‘yellow paper’ exploring how customer expectations have evolved following the pandemic, and the new innovations available, is now available from the AA’s business services division.

The paper explores some of the key factors of the current customer experience and innovation landscape, and shines a light on some of the developments coming up and their impact on businesses

Bringing together useful advice on managing customer touchpoints and measuring satisfaction levels, the paper has been developed to shine a light on some of the pioneering developments coming up and their impact on businesses.

This includes the rise in digital platforms in both the business-to-business and business-to-consumer markets; the ‘Customer Experience and Innovation: the new world order’ paper explores how such platforms have delivered significant change and innovation to the entire customer journey.

The paper also explores the digital transformation in automotive retailing and where opportunities lie.

Such significant evolutions are taking place alongside widescale changes in the automotive sector; in particular the Government’s planned 2030 ICE phase-out, which leaves less than a decade for the automotive industry, businesses and drivers to adapt to the opportunity which 2030 brings.

The guidance has been published as the AA constantly reviews and adapts its business to meet its customers’ evolving needs, and is intended to inspire businesses to embrace change and the opportunities.

Gavin Franks, director of AA Business Services, commented: “We’ve all witnessed a rapid evolution of customer expectations as society has shifted with the impact of the pandemic and the automotive industry is no exception. With net zero a priority across industries and government, as we move further towards 2030 – the Government’s date for electrification –  we’re all living and breathing innovation. It’s exciting, as well as daunting for many, and that’s why partnerships and close collaboration within the industry is more important than ever.”

To download the AA’s ‘Customer Experience and Innovation: the new world order’ yellow paper, click here.