Consumers’ evolving expectations are a major driver of disruptive change in the automotive industry. In emerging markets, and increasingly in mature ones as well, many consumers – especially younger ones – no longer aspire to own a car. Urbanisation, congestion and pollution encourage people to prefer mobility services such as carsharing, ridesharing or multimodal transport packages. OEMs need to position themselves to meet these expectations. To date, lack of knowledge of exactly what customers want has been a barrier, but recently Capgemini has embarked on a research project to supply that knowledge.
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