GM wants customer support for Cadillac’s CUE infotainment system

Article by Anita Panait, on May 10, 2012

General Motors is making sure that its Cadillac customers get the best technical support for its up and coming infotainment system, the Cadillac User Experience, or CUE. For that purpose, GM wants its Cadillac dealers to assign two employees to serve as certified CUE specialists that would run customers through the new infotainment system. 

One of the CUE specialists will operate in sales and the other in service. GM will also employ 25 service representatives who will be assigned across the company’s largest markets to respond to questions from both dealers and customers. According to Mark Harland, GM’s head of connected customer experience, CUE specialists could make house calls to Cadillac customers who may need help about the new infotainment system. Cadillac will roll out the CUE system across its lineup in June, along with the launch its XTS sedan.

CUE boasts of being the first infotainment touch screen in the car industry that permits drivers to use the same finger gestures widely used on tablets and smartphones. As a bonus, Cadillac will give iPads to customer who will buy CUE-installed vehicles.

The iPads will be pre-loaded with 14 instructional videos on how to use CUE.  GM also plans to set up a call center for responding to inquiries about the new system. Harland told Automotive News that GM’s new tech support system will be similar to Apple’s, where "geniuses" solve customers' hardware and software problems."

Harland added that GM is setting the same learning tools for those buying cars equipped with a CUE system. Harland revealed that the company also plans to employ the same technical support elements on its other units like Chevrolet, Buick and GMC – all of which have already rolled out new infotainment systems in 2011. GM will divulge more details for helping its customer learn more about CUE at a wireless conference today in New Orleans.

When Cadillac first revealed the 2013 XTS, it marked the latest addition to its luxury sedan range. Like other models to come from the brand, the new XTS has the trademark dramatic presence, space, and elegance. However, when compared to the CTS, the new XTS is larger. In addition, new and highly advanced methods have been used in order to modify it for new customers who want luxury vehicles.

The new XTS is expected to be a level higher compared to even the flagship model of the brand’s revamped CTS range. Powering it is a direct-injection 3.6-liter engine and it even utilizes an all-wheel drive system. This reveals a change to a luxury sedan that not only offers additional space but comes with a performance that is more efficient. One feature that will highly excite customers is the new Cadillac User Experience, or CUE.

This is a wide-ranging in-vehicle experience that shows intuitive design and mixes it with commands and control for its media and information that are seen as first in the auto industry. Indeed, this highly customizable user interface shows how the XTS has managed to have an artistic design and then combined it with innovative technology.

Its main feature is the 8-inch (203 mm) screen that has been placed in the “center stack.” Just under this screen are the faceplate and controls for the steering wheel. Some industry-first features under the CUE are natural voice recognition, gesture recognition, and even capacitive-touch control that has proximity sensing. However the new XTS is not only about the connectivity and interface being offered with the CUE.

There are a number of other cutting-edge technologies that have been fitted to it. For one, it will have the faster reacting suspension in the world, the Magnetic Ride Control. This makes the new XTS the only sold luxury sedan to have such a feature.

There are also other technologies equipped inside that help with the driver’s vision and improve safety. Cadillac says that sales of the new XTS in the U.S. and Canada are expected to begin by the spring of 2012. By then it will become the most highly-advanced among Cadillac’s production cars.

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