Jaguar Land Rover (JLR) UK has appointed Costa Delis as the new UK Customer Experience Director, marking a significant move to enhance customer engagement. Delis will refine both in-person and digital customer interactions, ensuring a seamless and consistent experience across the Range Rover, Defender, Discovery, and Jaguar brands.
Delis’s appointment signifies JLR UK’s commitment to streamlining the entire customer journey. From initial contact to aftercare services, Delis will oversee the development of an integrated approach that prioritizes customer satisfaction. This effort will encompass both online and face-to-face interactions, ensuring that every touchpoint reflects the premium quality associated with JLR’s brands.
A key aspect of Delis’s strategy is the simplification of JLR’s online presence and the differentiation of showroom presentations to better align with each brand’s unique character. By enhancing the digital interface and personalizing showroom experiences, JLR aims to create a more engaging and tailored customer journey.
As part of a broader digital transformation initiative, JLR UK is also focusing on the development of shared technical systems with its retailers. These systems will leverage customer purchase and service records to create personalized online journeys, further enhancing the overall customer experience.
With Costa Delis at the helm, JLR UK is poised to elevate its customer experience strategy, integrating cutting-edge technology with personalized service to meet and exceed customer expectations. This appointment underscores JLR’s commitment to delivering an exceptional customer journey, reflecting the luxury and innovation of its esteemed brands.
