2022 Canadians to Watch

CHOSEN BECAUSE:

Joyce Tshiamala believes that communication is critical to attracting and retaining customers in a sector that is facing its fair share of disruption.

“Consumer expectations are evolving rapidly in the era of both digital disruption and inventory shortages,” said Tshiamala, manager, voice of the customer, at Hyundai Auto Canada.

“Dealers and their automakers must prioritize effective communication as a best practice to nurture the lead and optimize customer experience.”

That means communicating constantly with customers about production schedules, delivery process and timelines.

Tshiamala, 30, has been at Hyundai since 2015, most recently in the position of district customer-experience manager. On May 30, she was named manager, voice of the customer. In the role, she leads the customer experience (CX) team and is responsible for delivering meaningful customer experience insights that inform strategic decisions and help steer Hyundai through the automotive landscape.

She is also responsible for the contact centre and Hyundai’s roadside assistance, for which she helps design and execute CX strategies on customer needs, pain points and opportunities.

A founder and board member of Accelerate Auto, Tshiamala advocates for Black talent in the auto industry.
She worked alongside Hyundai CEO Don Romano to create a scholarship at Ontario’s Georgian College for Black students hoping to enter the sector.

IN HER OWN WORDS:

“Diversity builds a competitive advantage that automakers and dealers cannot afford to miss out on. This includes diversity from entry level to C-suite and board level. Diversity of perspectives and mindsets at the table gives us confidence that when solving problems and building solutions, we’ve done so from the most competitive positioning.”