AUTO REVOLUTION 2019: Role Of Trust In Harnessing The Full Potential Of The Voice Of The Vehicle

COSTA MESA, Calif. - Californer -- While the emergence of internet of things (IoT), artificial intelligence (AI) and next generation cloud computing technologies are creating new opportunities to capture deep insights into the driving and vehicle ownership experience, the automotive industry must take care to ensure consumers have a high level of comfort and trust in Voice of the Vehicle (VOV) initiatives, says Dave Sargent, Vice President of Global Automotive for J.D. Power, in an interview prepared for the upcoming J.D. Power Auto Revolution event in Las Vegas on October 23-24.

"For the past 50 years the industry has largely focused on Voice of the Customer (VOC) surveys to capture insight into what people like and dislike about their ownership and driving experience. With the rise of IoT and the cloud, we now have an opportunity to capture insights directly from data generated by the vehicle in near real time," says Sargent.

By tapping into the growing array of sensors and machine-to-machine communications that are taking place in today's increasingly sophisticated vehicle market, and creating cloud-based repositories that capture the behavior and interactions of different systems with drivers, the entire automotive ecosystem will be able to better design and deploy features that are more consumer-friendly.

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However, moving forward with harvesting these insights will require careful attention and engagement with consumers.

"They have to be assured that the information gathered will benefit drivers and owners, and not be abused or used against them," Sargent says.

"We must let consumers know how VOV insights will allow us to address issues that we didn't even know to ask about in the past. We must show that it will enable the industry to rapidly make changes that will be appreciated by automobile consumers. For this reason, consumer awareness, engagement and consent will be critical," he says.

For more of this conversation with Dave Sargent and information including registration for the J.D. Power Auto Revolution 2019 event you can visit:
https://www.jdpowerautorevolution.com/ehome/autorevolution2019/about

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