{"id":549079,"date":"2026-02-18T05:22:37","date_gmt":"2026-02-18T05:22:37","guid":{"rendered":"https:\/\/www.capgemini.com\/co-es\/?p=549079&#038;preview=true&#038;preview_id=549079"},"modified":"2026-02-18T05:26:50","modified_gmt":"2026-02-18T05:26:50","slug":"customer-centric-mobility-experiences","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/co-es\/insights\/expert-perspectives\/customer-centric-mobility-experiences\/","title":{"rendered":"Creating customer-centric mobility experiences with the power of digital"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Creating customer-centric mobility experiences with the power of digital<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/Rainer_800x1067-e1713880594928.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Rainer Mehl<\/h5><h5 class=\"blog-date\">June 04, 2025<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/customer-centric-mobility-experiences\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/customer-centric-mobility-experiences\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Ten touchpoints to transform in the automotive customer experience<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p><strong>The growing impact of digitalization on our daily lives and the ongoing transition to electric mobility has caused massive disruption in the automotive industry.<\/strong><\/p>\n\n\n\n<p>In many ways, the playing field has been leveled and new doors have been opened. Tesla was the first to shake things up in this new age of electric, software-driven mobility (though today is experiencing its own struggles) while relative newcomers like Kia and Hyundai have used the opportunity caused by this disruption to strengthen their position against \u2018higher-shelf\u2019 brands with strong electric offerings. Most recently, a wave of digital-first Chinese newcomers have emerged \u2013 they\u2019ve grown quickly in their home market (the biggest in the world) and are now gearing up to take on the European automotive market and others. It\u2019s clear that the formula for how to win market share is changing, irreversibly so.&nbsp;<\/p>\n\n\n\n<p>Brand heritage, local presence, and familiarity still count. But perhaps not as much as OEMs like to think. For example, according to our latest study on automotive customer experience (CX), 73% of organizations surveyed prioritize brand reputation, and yet only 48% of consumers do the same. And of those consumers considering a vehicle purchase in the next 12 months, 52% express uncertainty or dissatisfaction with their current brand.<\/p>\n\n\n\n<p>The message is clear: The physical product alone \u2013 even the most perfect one \u2013 is not enough. Automotive brands aspiring to succeed in an increasingly software-driven and electrified market must upgrade much more than their product portfolios \u2013 they need to transform their entire approach to interacting with and serving their customers, inside and outside the vehicle.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-do-we-mean-by-customer-experience-in-automotive\"><a><\/a>What do we mean by customer experience in automotive?<\/h3>\n\n\n\n<p><em>\u201cCX in the automotive industry is the sum of all interactions that a consumer or a user has with vehicles, brands, dealers, and mobility companies over time.\u201d<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/image-4.png\" alt=\"\" class=\"wp-image-1132083\"\/><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/customer-experience-in-automotive-2024\/\"><em>Capgemini: Joining the race: Automotive\u2019s drive to catch up with customer experience<\/em><\/a><\/p>\n\n\n\n<p>For automotive customers, this means everything from the moment you start thinking about buying or leasing a car, through your test drive and selection process, delivery or collection, driving time, service visits, right up to the moment you return the car or decide to sell it.<\/p>\n\n\n\n<p>This understanding of the automotive customer experience is very different to what it was just a few years ago and the opportunities to influence it are growing dramatically as several trends converge:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Software-defined vehicles and the transition to electric mobility<\/li>\n\n\n\n<li>Digitalization or \u2018apple-ization\u2019 and its growing role in our personal lives and in business<\/li>\n\n\n\n<li>The rise of new sales and business models, and ways to own or access a car (mobility as a service \u2013 everything from on-demand short-term rental to ride hailing and robotaxis)<\/li>\n\n\n\n<li>Increased consumer confidence with e-commerce, even with \u2018big ticket\u2019 items like cars<\/li>\n<\/ul>\n\n\n\n<p>With more opportunities and touchpoints than ever before and with the car being the <a href=\"https:\/\/www.forbes.com\/councils\/forbestechcouncil\/2024\/04\/23\/forget-starbucks-the-new-third-space-is-your-car\/\">third-most-frequented place by most people (after home and work)<\/a>, it is imperative that carmakers invest in providing a holistically satisfying customer experience, across all touchpoints and all stages of the vehicle lifecycle.<\/p>\n\n\n\n<p>This isn\u2019t just about getting the sale \u2013 it\u2019s about becoming an integral part of the customer\u2019s digital universe and building the type of trust and loyalty that people today have toward the Apple ecosystem.<\/p>\n\n\n\n<p>So how can automotive brands use digital to transform their customer experiences and reap the benefits?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-ten-touchpoints-to-transform-with-digital\"><a><\/a>Ten touchpoints to transform with digital<\/h3>\n\n\n\n<p>Let\u2019s look at some of the key touchpoints that can be transformed or enabled with digital, and how they could contribute to longer and stronger relationships with customers.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-1-blending-online-and-offline-experiences\">1. <a>Blending online and offline experiences<\/a><\/h4>\n\n\n\n<p>The dealer-based sales model is in a state of flux. Consumers feel increasingly comfortable researching and doing deals online \u2013 even for big-ticket items like cars \u2013 and yet the showroom experience is still important to many.<\/p>\n\n\n\n<p>This is a complicated topic. Manufacturers can benefit from direct access to customers and the data this generates but it\u2019s not as straightforward as simply removing the dealer or agency level, as this risks alienating those customers who value the human touch and undermining decades-long relationships that have benefited all parties.<\/p>\n\n\n\n<p>Instead, the onus is on how to seamlessly <a href=\"https:\/\/www.capgemini.com\/news\/client-stories\/volkswagen-group-and-capgemini-drive-large-scale-crm-transformation-with-an-omnichannel-salesforce-platform\/\">blend the human interactions at showrooms and salons with slick online experiences to create 360-degree views of customers<\/a> and ensure needs are met at all touchpoints and stages of increasingly fluid customer journeys. With the data available and technologies like Gen AI and sophisticated CRMs at our disposal, everything is possible.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-2-mobile-apps-that-add-value\">2. Mobile apps that add value<\/h4>\n\n\n\n<p>Customers today aren\u2019t just looking at the car \u2013 its performance, comfort, features, and price. More than ever, they\u2019re also considering the mobile applications that accompany the vehicle and evaluating how it integrates with their daily lives and complements their personal digital ecosystem.<\/p>\n\n\n\n<p>So how can carmakers make a positive difference through their mobile applications? Can you use them to unlock the car so you can leave your keys at home? Do they allow you to pay for fuel or charging? Can you remotely check the status of your car and prepare it for imminent use? And, perhaps most importantly, is the app reliable and intuitive to use? This is one of the areas where brands like Tesla originally made waves and it\u2019s clear that the mobile app (including seamless integration with the charging network) has been an important contributor to the rise of the brand.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-3-smartphone-integration\">3. Smartphone integration<\/h4>\n\n\n\n<p>The car and smartphone are key companions in daily life. If they work together well, customers are happy.&nbsp; Satisfaction with in-car infotainment is <a href=\"https:\/\/www.jdpower.com\/business\/press-releases\/2024-us-automotive-performance-execution-and-layout-apeal-study\">higher when Apple CarPlay and Android Auto are available<\/a>, but their inclusion arguably risks ceding control of the in-car experience and the possible brand-building and revenue-generating experiences that go with it. <\/p>\n\n\n\n<p><strong>This has led to a fragmented landscape:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Tesla doesn\u2019t allow full integration<\/li>\n\n\n\n<li><a href=\"https:\/\/www.theverge.com\/2023\/3\/31\/23664814\/gm-ev-restrict-apple-carplay-android-auto-google\">GM ditched CarPlay and Android Auto from its EVs<\/a><\/li>\n\n\n\n<li>CARIAD (the software arm of the VWG) originally <a href=\"https:\/\/cariad.technology\/de\/en\/news\/stories\/launch-application-store-for-volkswagen-group.html\">committed to building its own app store to cover VWG brands<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.caranddriver.com\/news\/a46188510\/apple-carplay-next-gen-interface\/\">Porsche signed up for deep, custom integration with Apple CarPlay<\/a> and for a familiar, yet on-brand feel and <a href=\"https:\/\/www.topgear.com\/car-news\/tech\/new-apple-carplay-ultra-tested-hands-every-new-feature\">Aston Martin has been a first adopter of the latest version<\/a><\/li>\n<\/ol>\n\n\n\n<p>This diversity of approaches demonstrates that nobody has it all figured out yet. I expect many more developments in this area in the months and years ahead. Apple may have abandoned its plans to build its own car, but other smartphone players haven\u2019t. Xiaomi entered the automotive scene at lightning pace and is now building out a <a href=\"https:\/\/www.mi.com\/global\/discover\/article?id=3263&amp;ref=renatomitra.com\">portfolio of impressive vehicles<\/a>. Huawei has been active through the Aito brand (and others) and is now f<a href=\"https:\/\/www.huawei.com\/en\/giv\/intelligent-automotive-solution-2030\">ocused on providing key tech solutions to variety of OEMs<\/a>. Meanwhile, <a href=\"https:\/\/www.nio.com\/news\/nio-phone-award\">NIO released its own smartphone<\/a> and major smartphone manufacturer Foxconn has built up a lot of expertise and is surely <a href=\"https:\/\/apnews.com\/article\/nissan-honda-renault-foxconn-autos-ces-23905728be48b02bcfa3f654142f8aab\">poised to make a big splash at some point in the near future<\/a>. The convergence between smart phones and smart vehicles might not be complete yet, but for sure it will continue to evolve and influence consumer choice.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-4-continuous-evolution-with-over-the-air-updates\">4. Continuous evolution with \u2018over the air\u2019 updates<\/h4>\n\n\n\n<p>For most drivers, vehicle service and maintenance visits are a hassle \u2013 one that takes precious time out of already-packed schedules and delivers little tangible value beyond peace of mind.<\/p>\n\n\n\n<p>With electric and software-defined cars, these visits can be reduced and many checks, updates, and enhancements can be executed \u2018over the air\u2019 using software and an internet connection. This is what we expect with our smartphones and it\u2019s increasingly what customers expect with their cars. Get it right with smooth execution, constant evolution, and the addition of new features and functions, and each major update becomes a positive talking point and an opportunity to strengthen relationships with customers.<\/p>\n\n\n\n<p><strong>For legacy brands, however, there are two key challenges to overcome:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Understanding if and how a software-enabled approach can replace the revenue streams generated by repair and service visits for decades. This, after all, is reliant on an as yet unproven willingness by customers to pay<\/li>\n\n\n\n<li>Aligning the software stacks of tier-1 suppliers and building up the appropriate capabilities to roll out high-quality software smoothly \u2013 no small task for this with complex supplier ecosystems, as <a href=\"https:\/\/youtu.be\/8IhSWsQlaG8?si=Hjcwv-5-eU9ftBPy&amp;t=1511\">Ford CEO Jim Farley famously explained<\/a><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-5-simplified-and-satisfying-charging-experiences\">5. Simplified and satisfying charging experiences<\/h4>\n\n\n\n<p>The refueling experience has never been much of a concern for automotive brands. But with electric mobility, the situation is altogether different. Carmakers have much to consider \u2013 what charging speeds to enable, whether to enable vehicle-to-appliance\/home\/grid charging, how to support the development of charging infrastructure, and whether to get involved in providing payment solutions or not (e.g., via the car\u2019s mobile or onboard app). These are questions that require deep consideration \u2013 there is huge potential to enhance the customer experience, but it requires the creation of new business models, and the acquisition of new capabilities and assets.<\/p>\n\n\n\n<p>Today, we see a variety of approaches to charging. <a href=\"https:\/\/ionity.eu\/en\/ionity\/who-we-are\">Ionity is a European example of a joint-venture approach<\/a> to supporting charging infrastructure, VW Group has the Electrify America company for the US market, Tesla has its class-leading proprietary global network, and NIO stands out for its battery-swap stations. <a href=\"https:\/\/newsroom.porsche.com\/en\/2025\/company\/porsche-charging-lounge-hamburg-open-38505.html\">Porsche<\/a> has experimented with charging lounges to reflect the brand\u2019s premium status. <a href=\"https:\/\/media.mobilize.com\/mobilize-and-autostrade-per-litalia-complete-their-strategic-alliance-to-power-sustainable-mobility-in-italy\/\">Renault Group, through its Mobilize brand, has partnered with <\/a><a href=\"https:\/\/media.mobilize.com\/mobilize-and-autostrade-per-litalia-complete-their-strategic-alliance-to-power-sustainable-mobility-in-italy\/\">Autostrade per l\u2019Italia (ASPI), via its subsidiary Free To X <\/a>to build out the charging network in Italy.<\/p>\n\n\n\n<p>One thing is clear \u2013 until charging infrastructure becomes more readily available and reliable, carmakers aspiring to win with electric mobility will need to ensure that they play their part in making charging experiences as easy and convenient as possible.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-6-autonomous-driving\">6. Autonomous driving<\/h4>\n\n\n\n<p>Despite slower-than-anticipated progress for many years, assisted and autonomous driving remain firmly on the agenda of every major car company. Of course, the need for proven safety means there is no space for shortcuts but recent advances in AI have opened the door to faster progress (which was very much visible at the Auto Shanghai show this year). The prize for being among the first to reach the recognized autonomous driving levels is potentially huge \u2013 an unprecedented level of customer trust and the opportunity to engage passengers and drivers with new services while the car drives itself.<\/p>\n\n\n\n<p>There is still much to learn about the best way to monetize this capability \u2013 will it be a one-off lifetime payment, a subscription, or something else? And what does <a href=\"https:\/\/www.ft.com\/content\/ef36aff7-6be4-4cb5-9928-33beabf6c443\">BYD\u2019s recent reveal of its<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.ft.com\/content\/ef36aff7-6be4-4cb5-9928-33beabf6c443\">God\u2019s Eye technology<\/a> \u2013 which will offer sophisticated ADAS features as standard, even on budget vehicles \u2013 mean for the rest of the market and rivals\u2019 hopes of establishing a new revenue stream with autonomous tech?<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-7-in-car-entertainment-and-engagement\">7. In-car entertainment and engagement<\/h4>\n\n\n\n<p>As brands transition toward electric mobility and autonomous mobility approaches, focus shifts away from pure performance to how else the vehicle can engage and entertain us.<\/p>\n\n\n\n<p>At CES 2025, I observed the impressive <a href=\"https:\/\/www.press.bmwgroup.com\/global\/article\/detail\/T0447111EN\/new-bmw-panoramic-idrive-revolutionises-vehicle-operation-visionary-technology-package-for-the-neue-klasse-celebrates-world-premiere-at-ces-2025?language=en\">BMW Panoramic iDrive<\/a>, which is clearly focused on using digital to enhance the driver experience. At the same time, brands like <a href=\"https:\/\/www.linkedin.com\/posts\/pcherianusa_a-westerners-reaction-first-time-in-a-activity-7285752079610998786-Lq4W\">Zeekr (part of the Geely group<\/a><a href=\"https:\/\/www.linkedin.com\/posts\/pcherianusa_a-westerners-reaction-first-time-in-a-activity-7285752079610998786-Lq4W\">) were inviting people to experience luxury-lounge experiences from the back seat<\/a>. It begs the question \u2026 will the vehicles of the future be digitally enhanced versions of what they are today, i.e. driving machines? Or will they be places to pass the time enjoyably or productively while an autonomous driving system takes care of getting us from A to B? One thing is for sure \u2013 consumers will be spoiled for choice.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/image-1.gif\" alt=\"\" class=\"wp-image-1132074\"\/><\/figure>\n\n\n\n<p><em>Screens are opening a world of CX-enhancing possibilities \u2013 for drivers and passengers<\/em><\/p>\n\n\n\n<p>The screen (or screens) opens a world of possibilities. One area to watch is gaming, a popular pastime for much of today\u2019s car-buying demographic. In recent years, we\u2019ve seen <a href=\"https:\/\/www.audi.com\/en\/innovation\/development\/holoride-virtual-reality-meets-the-real-world.html\">Audi invest in the mixed-reality Holoride solution<\/a>, <a href=\"https:\/\/www.press.bmwgroup.com\/global\/article\/detail\/T0417865EN\/new-bmw-5-series-launches-with-airconsole-gaming-platform?language=en\">BMW partner up with AirConsole<\/a>, and <a href=\"https:\/\/www.caranddriver.com\/news\/a42244440\/tesla-holiday-update-steam-video-game-integration\/\">high-end Teslas offering Steam integration<\/a>. Is it possible that in-car gaming and other interactive experiences could become a key differentiator? Honda and Sony certainly think it might, <a href=\"https:\/\/insideevs.com\/news\/746327\/sony-honda-afeela-ces-preview\/\">betting big on in-car entertainment with their Afeela brand<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-8-ai-powered-assistants-and-in-car-companionship\">8. AI-powered assistants and in-car companionship<\/h4>\n\n\n\n<p>At CES 2023, BMW wowed us with its vision of the <a href=\"https:\/\/www.youtube.com\/watch?v=SUaJtT3DKNQ\">car as a digital companion and the bold DEE concept<\/a>. This was followed in 2024 with <a href=\"https:\/\/www.volkswagen-newsroom.com\/en\/press-releases\/world-premiere-at-ces-volkswagen-integrates-chatgpt-into-its-vehicles-18048\">VW\u2019s introduction of IDA, a ChatGPT-powered assistant<\/a>. These were big news in the \u2018West\u2019, despite in-car AI assistants being commonplace in China already. I had the opportunity to experience <a href=\"https:\/\/www.nio.com\/blog\/hi-nomi-speaks-english\">NIO\u2019s Nomi assistant (first released in English back in 2021)<\/a> a couple of years back, which \u2013 with remarkably fast learning capabilities \u2013 felt lightyears ahead of its time.<\/p>\n\n\n\n<p>And while for some, the idea of an ever-present digital companion in the car might seem intrusive, there is undeniable potential to strengthen customer loyalty. Think about it \u2026 would you find it easy to say \u2018goodbye\u2019 to a companion that had learned about your in-car and mobility preferences and who had helped and accompanied you on thousands of daily commutes and road trips? Or would you be tempted to transfer him or her and all the built-up familiarity to a new vehicle from the same brand?<\/p>\n\n\n\n<p>The presence and role of the digital assistant is a whole new dimension that will change the in-car experience, and the emergence and advance of <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/customer-service-transformation\/\">agentic AI promises to augment experiences and customer service inside and outside the car (as well as in the business)<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-9-embracing-the-digital-ecosystem\">9. Embracing the digital ecosystem<\/h4>\n\n\n\n<p>Automotive companies are in an enviable position as the provider of the \u2018third living space\u2019 and being at least somewhat responsible for ensuring safe and satisfying transport in our daily lives. They can truly make their cars and brands integral parts of their customers\u2019 lives in ways that few other companies can. But, for most automotive OEMs, translating this potential into reality is too tall an order to achieve alone. This is where teaming up with specialized partners and engaging in an ecosystem approach makes sense. This could be by partnering up with payment platforms, health-tech companies, and any other companies whose products and services complement the mobility experience. The opportunities are almost endless. The key is for OEMs to explore partner opportunities that truly add value and ensure that the vehicle is \u2013 and remains \u2013 a core part of the customer\u2019s digital ecosystem. Do this well and there is no limit to how long the relationship with customers can last.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-10-data-powered-personalization\">10. Data-powered personalization<\/h4>\n\n\n\n<p>When we consider all the touchpoints above, two common factors are the reliance on and enabling role of software and data. By gathering and using the data generated by every interaction with an app, every journey, every acceleration, every service accessed, and every charge, brands can create and propose additional services, subtly adjust existing functions to better suit driver needs and preferences, and much more. In short, they can get closer to customers than ever before and finetune the experience to continuously improve the relationship.<\/p>\n\n\n\n<p>But are incumbent automotive brands set up to maximize this opportunity today? In most cases, the answer is \u2018no\u2019. Data often sits in siloes, owned by specific areas of the business or by the tier-one supplier. From an organizational perspective \u2013 customer-focused departments typically limit their remit to the areas of sales, service and aftersales. There is a strong argument for the creation of a dedicated customer experience domain that has access to data from right across the car-and-customer relationship (CRM, telematics, subscriptions, Finance, Insurance), and has the goal of bringing it all together to understand, strengthen, and extend the experience, wherever possible.<\/p>\n\n\n\n<p>For the incumbents this requires organizational and technological transformation. However, the benefits \u2013 increased revenue, greater loyalty, and the potential for stronger and longer relationships and an integral place within the customer\u2019s digital universe \u2013 are worth the effort. And remember: if you don\u00b4t do it, there\u2019s a good chance a new entrant with fewer legacy constraints will.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-nbsp-getting-up-to-speed-on-automotive-cx\">&nbsp;Getting up to speed on automotive CX<\/h3>\n\n\n\n<p>The vast majority of the touchpoints and opportunities listed above are already being explored by automotive companies today. However, the key to success in the future will be the quality of the experience at each touchpoint and the ability of the car maker to bring them all together \u2013 cost effectively and at scale \u2013 as part of an overall satisfying mobility experience, one that is intuitive, seamless and enjoyable, and adds convenience and comfort to the end user\u2019s life.<\/p>\n\n\n\n<p>To learn how you can bridge the gap between customer expectation and the experience you provide, check out our report on the <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/customer-experience-in-automotive-2024\/\">automotive customer experience<\/a> or reach out to our automotive experts.<\/p>\n\n\n\n<p><a id=\"_msocom_1\"><\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n\t\t<section\n\t\t\tclass=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class='career-invent-header'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"slider slider-fader 8df28c05-563e-4bf4-b7b0-9d3664ac2e4c\">\n\t\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"slider-list \">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"slide active \">\n\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\tclass=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-blue-capgemini-theme\">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"col-md-6 col-sm-12 box-inner expBlock\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-title expBlock\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"68\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Capgemini at IAA Mobility 2025\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tCapgemini at IAA Mobility 2025\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"box-title expBlock\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"The world\u2019s largest mobility event is coming soon\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"white-space: pre-wrap;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tThe world\u2019s largest mobility event is coming soon\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper smallDevice\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\"> <a class=\"more2\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"24\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\taria-label=\"Explore now sobre Capgemini at IAA Mobility 2025\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Opens in new window\" tabindex=\"0\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\thref=\"https:\/\/www.capgemini.com\/news\/events\/iaa-mobility-2025\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tExplore now\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\" \/>\n\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" class=\"box-img\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrc=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/05\/IAA-Mobility-2880-x1880-px-dotcom-Banner.jpg\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"object-position: 51% 45%; object-fit: cover;\" alt=\"\" \/>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"header-shape\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/section>\n\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-learn-more updated-new-sample-amal learnMoreBlock\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"learnmore-heading\">Explore more:<\/h2><\/div><div class=\"row\"><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/industries\/automotive\/\" target=\"_blank\" aria-label=\"Automotive Industry\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"Automotive Industry\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Automotive Industry<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/industries\/automotive\/\" target=\"\" aria-label=\"Software-defined transformation\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Capgemini-Automotive_SOFTWARE-DEFINED-TRANSFORMATION-e1636725436692.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Capgemini-Automotive_SOFTWARE-DEFINED-TRANSFORMATION-e1636725436692.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Capgemini-Automotive_SOFTWARE-DEFINED-TRANSFORMATION-e1636725436692.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Software-defined transformation<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Automotive-Supply-Chain-2880-x1880-dotcom-banner.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Automotive-Supply-Chain-2880-x1880-dotcom-banner.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Automotive-Supply-Chain-2880-x1880-dotcom-banner.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"future of automotive supply chain\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3>Future of automotive supply chain<\/h3><\/div><\/div><div class=\"box-inner\"><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">About author<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/04\/Rainer-Mehl.jpg\" alt=\"Dr. Rainer Mehl\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contacta con nosotros\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB03c298d3_42d4_41a4_bbdf_882f1df93703\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/dr-rainer-mehl\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Dr. Rainer Mehl<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Group Strategic Clients Program Leader &amp; Member of the Group Executive Committee, Capgemini<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contacta con nosotros\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB03c298d3_42d4_41a4_bbdf_882f1df93703\" data-bs-expert-title=\"Dr. Rainer Mehl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/dr-rainer-mehl\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">A leader who serves: leadership in the digital age is Rainer\u2019s passion allowing him to successfully lead transformations both at clients and in service organisations. 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