Volkswagen Hires Cognizant for Irish Customer Experience Project

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Global automotive group Volkswagen has engaged Cognizant to help improve its customer experience in the Irish market.

Germany-headquartered Volkswagen Group has hired the consulting and technology firm to overhaul its current contact centre platform, including implementing a new omni-channel customer experience platform.

According to a release by the automotive giant, the new Amazon Connect (a cloud-based system that supports contact centre operations) will help “deliver seamless interactions between the company and its customers” and “break down silos” within Volkswagen for enhanced customer support.

Appointed as the project’s implement partner, Cognizant will build and deliver the new platform, accompanied by a user-friendly, web-based interface that unifies customer data, interactions, journeys, and channels. Cognizant will also collaborate with Volkswagen to support continuous improvement, feature enhancements, and process innovation.

“The car industry has seen a shift in how customers wish to communicate with us. To be able to interact with our customers in a more meaningful and direct manner, we needed a trusted IT partner to help us in our mission to improve our systems and engage with our customer base more efficiently,” said Tom Murphy, CIO of Volkswagen in Ireland.

“We are honoured to have been selected by Volkswagen to support it on its customer journey transformation in meeting the expectations of its customers,” said Rohit Gupta, Managing Director for UK & Ireland at Cognizant.

The partnership comes as Cognizant is gearing up for further expansion in Ireland, following its commitment to create 320 jobs in the country over the next three years. If all goes to plan, Cognizant’s Irish team will exceed 1,800 employees by the end of 2025.

“Ireland is an incredibly important market for us, and this investment demonstrates our commitment to boosting employment opportunities in Ireland and investing in the country’s promising tech industry,” said Gupta.