The Future of Customer Experience

Steps to Delivering an Outstanding Customer Journey

Automotive Retail Event
Berlin, June 2022

The future of customer experience in automotive retail is the focus of this study, which expands upon its predecessor by benchmarking crucial elements of the customer journey. It delves into the pre-buying, buying, delivery processes, and vehicle usage journey. The study identifies pathways to success and highlights key factors necessary to achieve a comprehensive 360-degree view of the customer.

Recap: Study 2021

OEMs do not fully exploit their potential in the digitalization of automotive retail

Mobile App / Portal Account

An app and a corresponding portal account enables the connectivity and flexible switching between brand, smartphone, home, and the dealership

Before buying the car

After buying the car

Point of Experience

Dealer step away from being merely the point of sale, but offer an experience

Features

Car buying experience

The future of customer experience in automotive retail is the focus of this study, which expands upon its predecessor by benchmarking crucial elements of the customer journey. It delves into the pre-buying, buying, delivery processes, and vehicle usage journey. The study identifies pathways to success and highlights key factors necessary to achieve a comprehensive 360-degree view of the customer.

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Yes, send me a free copy of the report “The Future of Customer Experience”

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