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

Register here for our study

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

  • 360°, augmented reality car configuration via smartphone
  • Live consulting at home via audio and/or video
  • All action saved in online customer profile
  • Access to a sharing pool to find matching models
  • Scheduling test drives with immediate confirmation

After buying the car

  • Overview of vehicle data
  • Digital search assistance to find different places
  • In-car-office: Specific business solutions
  • Track pace: Personal race engineer measuring performance
  • Vehicle theft assistance: Speeding up investigation and transmitting location data to a security center
  • Scheduling after sales service

Point of Experience

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

Features

  • New formats tailored to customer catchment areas
  • Interactive displays, e.g. F1 simulator or sound walls
  • Automated test drive station guiding customer through registration process
  • In-store café: Get free drink by proving brand affiliation

Car buying experience

  • Car buying experience
  • Visualization in large format
  • Virtual reality headsets to experience car up close
  • Multi-Touch-Table to immerse customer in configuration
  • Follow-up communication scheduled automatically

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.

Register here for our study

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