https://builttoadapt.io/a-unifying-foundation-for-the-customer-journey-at-mercedes-benz-fc8f8877816b

Providing an enjoyable customer experience is important for any company. But it’s especially important for luxury car makers. Customers expect the customer journey to be as smooth and pleasant as a drive in the car itself.

That’s why Mercedes-Benz decided to act. The German luxury auto-maker’s online presence was disjointed. Customers navigated through three disconnected web properties: a product focused website, an online customer portal, and a brand and lifestyle-focused site. All three sites were supported by different legacy platforms and couldn’t share user or customer data. So if a customer visited the product site, then jumped to the customer portal, there was no continuity of experience.