What makes a great tech line call feel effortless? At a recent MAPconnected TAC benchmarking roundtable, leaders from Ford, Hyundai, Kia, Toyota, and others examined how hybrid support models, integrated diagnostics, and stronger metrics are reshaping technical assistance centers across industries.
OEM leaders found that many buybacks don’t stem from major failures but from breakdowns in execution. From repeat visits to misaligned accountability, the Recall Xchange Group explored how earlier intervention and better process design can prevent escalation.
When does an over-the-air update become a safety defect? In MAPconnected’s Recall, Customer Campaigns & Legal Xchange Group, senior OEM leaders and regulatory counsel explored how recall decisions are evolving in a software-defined vehicle environment—where risk moves faster and the lines are increasingly murky.
