Tata Global Internship - Re-designing customer experience for TML PV (Remote Internship)

Project Title: Re-designing customer experience for TML PV

Description: TSMG is an internal consulting firm working with various companies within the Tata group. The Indian passenger vehicle industry is highly competitive with multiple global OEMs and few home grown players. Tata Motors currently is the fourth largest player and is looking to aggressively grow its share in the next 2-3 years. Under the Turnaround strategy, TML has launched a new line of models with an eye towards the future under the 'New Forever' brand

With the new product range, TML is now geared to re-define its customer facing part of the business. It is looking to revamp the entire customer journey from discovery to vehicle resale

Design a comprehensive customer experience across the entire customer journey stage (Discover, Try, Buy, Service and Resale) to suit the client and market context covering:

1. 'To be' customer journey basis best practices/ competitior benchmarking etc. to address current issues and pain points

2. Alignment with digital for a seamless phygital experience

3. Key metrics to track 

4. Partnerships necessary if any 

5. IT/ CRM system enablers