Antony Hausdoerfer, the group CIO of The AA, emphasizes the importance of understanding customer problems before sending assistance. This approach aims to ensure the right personnel with appropriate skills reach customers quickly. After joining The AA in 2019, he embraced the digital transformation opportunities following the company's shift to private ownership. His previous roles involved enhancing customer technology experiences, including touch-free car rentals and vehicle data management. He sees potential in leveraging his knowledge of connected vehicles to improve services at The AA as the company continues its transformation journey.
"How can we know what the problem is that customers are having before we send a patrol, so we make sure that whoever we send to support that customer, we get the right person there with the right skills in the shortest possible time to get people back on the road in the shortest possible time," he says.
"I saw The AA as a prestigious brand, and with what I'd learned around connected vehicles and data at Avis, I thought this would be a good opportunity to exploit this knowledge."
"There was a lot to do, and with the new ownership, we were going to be able to make those changes, and that potential excited me," he says.
"We've been on a journey, and we're still on it, but we've made some big steps forward."
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