Business Challenge: One of the world’s largest automotive manufacturing companies needed to rethink its existing global-local collaboration model and tech stack to increase the effectiveness of development and release of features and reduce time to market. The lack of efficiency was mainly due to monolithic systems, governance issues, and the complexity of addressing the individual needs of 100+ markets. Solution: A multi-million-pound digital transformation was undertaken to revamp Global CX, incorporating operating model design, change management, training strategy, and a pilot launch in Europe and the Middle East. Firstly, we assessed the As-Is state across key use cases for the feature development cycle, identifying pain points and opportunities to optimise the use of technology and tools. This enabled us to create improved business processes and revamp the technology stack, as well as enhance communication, transparency, and compliance in CX initiatives through eight areas of governance.

Outcomes and Deliverables:

Redesigned the operating model to achieve a 5% to 20% increase in operational efficiency.

Developed a pilot strategy that incorporated automated quality checks and code deployments within 1 hour using a CI/CD pipeline, with plans for global expansion to 130 markets.

Formulated a change strategy to increase stakeholder buy-in, and implemented a training strategy that utilised AI tools, impacting 2,000 stakeholders.