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Mobility

Customer service transformation in automotive

Download the infographic7 MB pdf

The transformative impact of gen AI and agentic AI in the automotive industry

Customer service in automotive is becoming much more than a support function. Soon, it will be a driver of loyalty, insight, and brand perception, according to automotive executives who participated in a recent multi-industry study by the Capgemini Research Institute.

So how can automotive companies ensure they are ready to make the most of this transformation, and use AI in customer service for competitive advantage?

Our new infographic brings to life automotive industry findings and recommendations from the CRI study. It explores:

  • Challenges with current customer service functions inefficiency, agent job satisfaction and retention, and failure to meet rising customer expectations.
  • Expected benefits of gen AI and agentic AI, such as improved agent productivity, reduced costs, and more personalised and satisfying customer interactions.
  • Steps that companies must take to close gaps in their current AI capabilities: adjusting the customer service model, deploying the right technology architecture, and setting continuous improvement in motion.

Download the infographic for practical steps that will streamline your journey to AI-powered customer service. And then read the CRI report for more detailed recommendations, and to see how automotive compares with other industries.

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      Research and insights

      Report

      Customer service transformation

      capgemini-research-institute
      Capgemini Research Institute

      Customer experience in automotive 2024

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      Point of view

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      Automotive

      Changing customer behaviors and expectations, new regulations, digitisation, and societal pressure for sustainability have introduced a host of new and at times competing priorities for automotive players.

      Connected mobility

      Connected cars can create deeply connected customers

      Transforming the commercial vehicle industry

      Commercial vehicle OEMs are under pressure to cut emissions, reduce ownership costs, provide smarter services, and more. We help them innovate to secure the commercial vehicle industry’s future.

      Meet our experts

      Arnaud Bouchard

      Head of Strategic Deals and Business Development, Global Digital Customer Experience; Augmented Service offer Leader
      With 22 years of strategic and operational consulting experience, Arnaud has been a transformative force since joining Capgemini Invent in 2010. He contributed to the launch the Marketing and Sales practice in France, leading to its evolution into Frog, and spearheaded DCX France, and managed the Automotive French Market Unit. Now in his current role, he focuses on boosting the business and technology transformation of our clients in the worldwide field of CX.
      Alex Smith-Bingham

      Alex Smith-Bingham

      Executive Vice President, Group Offer Lead for Customer First; Digital Customer Experience Lead for UK
      “Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”

      Darshan Shankavaram

      Executive Vice President, Digital Customer Experience Global Practice Leader
      Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.

      Naresh Khanduri

      Global Generative AI for CX Lead, Capgemini
      Naresh with over 6 years at Capgemini, currently serves Executive Vice President – Global Head Generative AI for CX. He drives the design and execution of key strategies that differentiate Capgemini in the marketplace. His expertise in Data and Generative AI enhances customer experience across Marketing, Sales, Service, and Commerce, shaping the future of CX through innovative AI applications.

      Sergey Patsko - Vice President – Data & AI Group Offer Leader

      Sergey Patsko

      Vice President – Data & AI Group Offer Leader
      As a Digital Transformation strategist, Sergey leverages Data & AI to drive impactful change and deliver value. His expertise spans Artificial Intelligence, Industrial IoT, Data Science, Venture Capital, and Generative AI. Currently, as the leader of Data & AI Group offer, he is focused on Agentic AI and evolving the Data & AI Portfolio of services to generate significant business outcomes for Fortune 500 companies.