Article of Mc Kinsey Quarterly (November 2018) by Michele Bertoncello, Asad Husain, and Timo Möller
The connectivity experience of drivers and passengers will soon be transformed, with the potential for significant value creation. Here is a framework to measure progress.
Today’s and tomorrow’s car will increasingly be connected. However, there is no clear-cut standard yet to define what “connectivity” means:
This unclarity is hindering the development of connectivity use cases as there is no standard language for industry; and it‘s difficult for customers to compare features and understand how the capability of the car matches their needs. Therefore, McKinsey developed a Connected Car Customer Experience (C3X) framework to solve this lack of a standard framework for “connectivity”. The C3X framework describes five levels of user experience in connected cars – ranging from the most basic to the highly complex.
download article for free