3rd South American International Conference on Industrial Engineering and Operations Management

Connectivity as a Future of Customer Experience Management in Automotive Industry in Industrial Revolution 4.0

Wahyu Sardjono, Haryoto Kusnoputranto, Johan Johan, Hargo Utomo & Samudra Sukardi
Publisher: IEOM Society International
0 Paper Citations
Track: Industry 4.0 - Special Track


Revolution has a meaning as a rapid phase change, concerning the basis of life. Industry is one of the activities that are part of the history of human life, which signifies the development of the times. In the development of industry, revolution sometimes becomes inevitable. The fourth industrial revolution or Industry 4.0 is a new era that provides a leap, which prioritizes automation, connectivity, personalization and globalization on a large scale. The automotive industry has also undergone a business transformation, one of which is the Customer Experience Management (CEM) aspect, which is useful for managing a series of interactions between customers and service providers. Connectivity comes as a solution with a technology based on the CEM concept that connects, integrates, and exchanges information and data of a vehicle with the owner's daily life personally, through a system. The advantages of Connectivity are safety, traffic management, maintenance and entertainment for customers. But there are things that are of concern to Connectivity, namely data security and privacy, investment and capital infrastructure, then the product cycle between vehicle technology and communication tools. So that qualified regulations and standards are needed to regulate Connectivity.


Customer Experience Management, Connectivity, Industry 4.0, Automotive

Published in: 3rd South American International Conference on Industrial Engineering and Operations Management

Publisher: IEOM Society International
Date of Conference: May 10-12, 2022

ISBN: 978-1-7923-9159-0
ISSN/E-ISSN: 2169-8767