Case Study: Groupe Renault boosts customer centricity and CX performance with Kantar

Kantar helped Renault transform their global Voice of the Customer programme to put customers at the heart of their organisation and improve ROI

The automotive manufacturer Groupe Renault faced the challenge of breaking down internal silos and transforming its customer experience performance across its huge global network in 54 countries. To put the customer at the heart of its organization, Renault partnered with Kantar to overhaul its global Voice of the Customer programme.

Kantar implemented its CemTric platform to integrate customer journey insights and provide real-time digital feedback from over 2.2 million customers annually. This solution provided a comparable view across the customer lifetime and delivered instant reporting for all stakeholders. As a result of this partnership with Kantar, the vast majority of Renault's markets improved their CX performance, over 40,000 staff now use the data daily, and the company achieved a heightened level of customer centricity organization-wide.

Groupe Renault

Olivier Prunieres

Groupe Renault