• By focusing on every customer touchpoint, we explore how mycar disrupted the industry by repositioning its brand and customer experience strategy after being divested from Wesfarmers 
• Unpacking mycar’s journey to develop an online customer experience that rivals the best retail experiences, going beyond industry standards and competitors to create a seamless digital interaction 
• Understand the training initiatives that equipped mycar’s technicians, traditionally not customer service agents, to deliver exceptional customer experiences 
• Discovering the new targets mycar implemented to measure customer experience, shifting the focus from traditional metrics of sales and profit to a more holistic view of customer advocacy advocacy and brand perception 

Adele Coswello, Chief Customer Officer, mycar Tyre & Auto 

• Integrating various communication channels to provide a seamless and consistent customer journey 
• Ensuring consistency and fluidity across online and offline touchpoints to meet customer expectations 
• Adopting best practices for a unified and cohesive customer experience to enhance satisfaction and loyalty