Why technology can’t fix a broken process
In this episode of Drivetime, Jacqui is joined by Siddharth Kashyap, Consulting Partner at Tata Consultancy Services, to explore the systems, processes and data behind the modern automotive customer journey. Drawing on 15 years in the automotive industry, Siddharth explains why transformation should begin by identifying where the journey breaks, rather than immediately blaming the technology. They discuss the growing problem of “system spaghetti”, including retailer groups navigating around 27 applications across OEM and retail environments. Siddharth stresses that poor processes can’t be…
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