Creating a new automotive customer journey

Automotive buying models were already under pressure but now customer expectations are creating new market disruptions. It is more than just providing a good client experience. OEMs need to engage with car buyers to understand their changing attitudes and the factors driving them to purchase a vehicle.

There is opportunity. According to a recent Capgemini Research Institute study, 75 percent of those who intend to purchase a car in 2020 will do so to gain better control over hygiene. Forty-four percent of under-35s will make less use of ride-hailing due to concerns around health and safety.

At the same time, research shows nearly half of consumers want to minimize visiting dealerships to compare deals and mainly use online channels for information search and purchase. This requires a shift to a more robust online experience.

Customer engagement needs to be a unified journey that connects departments and develops a common language to provide the best customer experience possible.

Learn how to find the opportunities with a new kind of car buyer.

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