General Motors Financial Co. is reorienting its “mentality” to put mobile devices first, and desktop computers second, when developing consumer processes, said Will Stacy, senior vice president of
digital and technology services at GM Financial.
“We’re in the process of trying to change the DNA of how we think about customers around mobile,” Stacy told AFN. “Our customers are mobile, whether we think that way or not, so I’m in a transformation internally around trying to spread the idea that our customers interact with us on mobile, more than a desktop, so [we should] think about the ways we build experiences for our customer in that way first.”
Before General Motors bought the former AmeriCredit in 2010, the GM captive didn’t invest heavily in digital technology, so it was no surprise to learn that consumers were asking for improvements in that area, Stacy said.
“Google talks about how mobile is for doing and getting things done, whether you’re applying for credit, or you’re looking at cars, or you’re paying a bill,” Stacy said. “That’s the way people are moving towards and we have to change the way — as an industry and as our company — we think about our customers.”
