{"id":587302,"date":"2022-11-30T05:35:00","date_gmt":"2022-11-30T04:35:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=830129"},"modified":"2025-03-10T09:57:34","modified_gmt":"2025-03-10T09:57:34","slug":"how-to-win-the-race-for-customers-with-superior-experiences","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/how-to-win-the-race-for-customers-with-superior-experiences\/","title":{"rendered":"Time to level up: How to win the race with customers for superior experiences"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-blue-line header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Auto-CX-pov.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><div class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/capgemini-invent.svg\" alt=\"capgemini-invent\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Time to level up<\/h1><\/div><h2 class=\"reasearchInsightTitle\">How to win the race with customers for superior experiences<\/h2><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro is-style-default\"><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\/gb-en\/insights\/research-library\/how-to-win-the-race-for-customers-with-superior-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\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/how-to-win-the-race-for-customers-with-superior-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\">Customer experience (CX) is a key success factor for the future of the automotive industry. Customer-centric companies are putting increasing pressure on automotive OEMs and shaping customer expectations.<\/h2><p class=\"intro-para-content\">However, within automotive even major automotive OEMs are still struggling to provide their customers with a holistic and superior experience, which goes beyond the vehicle.<\/p><\/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<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cThe race for customers is won by addressing individual needs and creating personalised experiences with customer-relevant products and services at the right time and place\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-it-s-time-to-level-up\"><strong>It\u2019s time to level up!<\/strong><\/h3>\n\n\n\n<p>Our report, <strong>Time to level up<\/strong>, takes a detailed look at CX for the automotive industry, exploring customer insights from our global consumer survey, and outlining opportunities as well as challenges that arise for OEMs. For autonomous driving, there are countless opportunities to create new (driving) experiences and tap into completely new revenue potential.<\/p>\n\n\n\n<p>Time is of the essence, especially as many automotive OEMs are already working on the future car generation 2025+, where a new operating system, software and connectivity are increasingly important. Organisations that make CX a strategic priority, transform into a holistic CX organisation, adapt their development processes, and build a solid software-driven foundation to power new experiences, are the ones making the decisive difference on the racetrack.<\/p>\n\n\n\n<div class=\"wp-block-media-text alignwide has-media-on-the-right is-stacked-on-mobile\" style=\"grid-template-columns:auto 45%\"><div class=\"wp-block-media-text__content\">\n<h3 class=\"wp-block-heading\" id=\"h-are-you-ready-to-win-the-race-for-customers\">Are you ready to win the race for customers?<\/h3>\n\n\n\n<p>Let\u2019s win the race together: Ready \u2013 Set \u2013 Go!<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/Automotive-CX_POV_Time-to-level-up_Capgemini-Invent-2.pdf\">Download our report<\/a><\/div>\n<\/div>\n<\/div><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/11\/book-time-to-level-up.jpg?w=960\" alt=\"\" class=\"wp-image-834309 size-full\"\/><\/figure><\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Co-authors <a href=\"https:\/\/www.linkedin.com\/in\/sarah-schneider-16940212a\/\">Sarah Schneider<\/a>, <a href=\"https:\/\/www.linkedin.com\/search\/results\/all\/?heroEntityKey=urn%3Ali%3Afsd_profile%3AACoAABmI0GsBLGu2Vrpnyn7TFy2lTGPzYpVeCOE&amp;keywords=torben%20lux&amp;origin=RICH_QUERY_SUGGESTION&amp;position=0&amp;searchId=1f37825d-aae5-4f20-94d6-758d501c5bf8&amp;sid=-W3\">Torben Lux<\/a> und <a href=\"https:\/\/www.linkedin.com\/in\/philipp-kramer93\/\">Philipp Kramer<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section 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Invent<\/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=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB2a536d96_4658_4e30_977d_445a975e8399\" data-bs-expert-title=\"Sebastian Tsch\u00f6drich\">\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=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/sebastian-tschdrich-524435147\/\"><i aria-hidden=\"true\" 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