Regional VP of Sales TTEC EMEA
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The evolving customer journey of electric vehicles

7th Aug 2021
Regional VP of Sales TTEC EMEA
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The latest episode of the TTEC CX Pod Europe podcast is out and this one is a vital listen for anyone with an interest in cars and the wider automotive industry. The guest this month is Tanya Sinclair, the UK and Ireland Policy Director of ChargePoint.

With hundreds of thousands of public charging points, ChargePoint is known as the largest global Electric Vehicle (EV) charging company. A car plugs into their network every 2 seconds. The CX Analyst Mark Hillary chaired the discussion and started off by asking her if the auto brands need to do a better job educating the public about the opportunity that EVs present - on paper, fears like range anxiety don’t match the reality of what modern EVs are capable of.

Tanya said: “An education process needs to take place, but I don’t think it is only the car manufacturers that are responsible - this is a complex ecosystem. I think we all have a role to play, and ChargePoint as a charging manufacturer and supplier of charging solutions, also has a role to play to explain how easy charging can be - that’s another barrier really holding some drivers back from switching to EVs.”

Mark asked where Tanya believes the most radical change may take place in the auto industry in this decade, given that we are seeing the rollout of EVs, autonomous vehicles, and different purchasing models, like the Volvo subscription plan. Tanya said: “It's so interesting watching these changes take place, but one thing I am fairly confident of is that none of them [individually] are going to be revolutionary. So, they're not going to take us by surprise overnight. Before working in the charging industry, I spent eight or nine years in the manufacturing side of things working for the sister company of Volvo, managing subscriptions. We've been looking at the development of these innovations over a number of years, and they're growing in popularity, but none of them is really going to take over and be the predominant way that we own and drive vehicles - or use vehicles.”

Mark asked if the UK public charging infrastructure would be extensive enough by 2030 to realistically stop selling petrol cars and Tanya was confident that it would be ready, based on present plans. Adding to that confidence, she said: “The government is taking a really active role in the service design of what we are doing. It's really fascinating, because I don't know of many other areas that are wholly private sector operated where the government is so keenly interested in exactly how that interaction is between the driver, the vehicle and the charger.”

Tanya stressed that the industry welcomes the fact that the government is so interested in seeing their industry succeed. She went on to describe how partnerships between electricity suppliers and ChargePoint will allow fleet drivers to take a car home in the evening, charge at home, and have that portion of their electricity bill sent directly to the company - it will not be included on their home bill.

This was a fascinating exploration of the complete range of user and customer experiences that both individual and fleet users of electric vehicles face in the near future. I recommend checking the link to the latest CX Pod Europe podcast so you can listen to the complete interview.

Click here to listen to the CX Pod Europe.

 

 

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