Opening context
Cerence operates at the intersection of automotive, AI, and software, supporting global automotive manufacturers with voice and conversational AI technologies embedded across millions of vehicles. Its workforce spans multiple regions, roles, and operating environments, combining engineering, product, and commercial teams with differing technology needs and working patterns.
As the organization continued to operate at global scale, leadership attention focused on understanding how internal technology services were being experienced across this diversity, and whether existing signals were sufficient to support confident prioritisation and planning.
The decision context
Leadership faced a set of ongoing decisions related to internal technology services, collaboration tools, and support models across a distributed workforce. These decisions required confidence that experience issues affecting productivity, focus, or collaboration were being identified early and addressed proportionately.
Without a clear, comparative view of lived digital experience, there was a risk that prioritisation would be driven by anecdote or isolated feedback rather than representative patterns. The challenge was not system performance alone, but understanding how technology was actually experienced across roles, locations, and working contexts when making trade-offs about where to invest attention.
Why existing signals fell short
Operational metrics and service desk data provided insight into availability and incidents, but offered limited visibility into how services were experienced day to day. Periodic surveys and ad-hoc feedback added context, but results were fragmented and difficult to compare across teams and regions.
Leadership lacked a consistent way to distinguish local frustrations from systemic experience patterns, or to understand where experience gaps were most likely to affect productivity or collaboration. This constrained confidence when assessing which issues warranted action and which did not.
How Voxxify was used
Voxxify was used as a focused, time-bound input to complement existing operational and support data. Feedback was gathered directly from employees across regions and roles, capturing structured experience signals alongside detailed verbatim input.
Analysis provided a segmented view of how digital services were experienced across the organization, making patterns of friction and consistency visible. Leadership gained a shared reference point that enabled more grounded discussions about priorities, without introducing another ongoing measurement layer or replacing existing metrics.
What changed as a result
Leadership gained clearer visibility into how digital experience varied across roles and locations, enabling more confident prioritisation of improvement efforts. Issues that required coordinated attention were distinguished from those that were local or situational, reducing noise in internal discussions.
The synthesis of lived experience into clear themes helped accelerate alignment between IT and business leaders, grounding conversations in evidence rather than assumption. Equally important, leadership gained clarity on where stability should be preserved, allowing teams to avoid unnecessary change while focusing on areas most likely to influence outcomes.
Closing insight
By establishing an organization-wide view of lived digital experience, Cerence gained the clarity needed to prioritise technology decisions with confidence and support its globally distributed workforce more effectively.
