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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 personalized 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

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      Report

      Customer service transformation

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      Capgemini Research Institute

      Customer experience in automotive 2024

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      Automotive Industry

      Automotive

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      Meet our experts

      Arnaud Bouchard

      EVP, Global Customer Experience Offer Leader and Head of Strategic Deals & Business Development
      With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France, which evolved into frog, led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and technology transformation in Customer Experience globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.
      Alex-Smith-Bingham

      Alex Smith-Bingham

      EVP, Global Application Business Line Leader, Digital Customer Experience
      With over 30 years of expertise in business and technology transformation, Alex has been instrumental in helping global brands reinvent their businesses and transform their customer experiences across numerous industries. Today, he leads a talented team of over 12,000 CX architects, consultants, and platform experts worldwide, harnessing advanced capabilities and technologies like AI to craft and deliver hyper-personalized experiences that drive growth, customer satisfaction, innovation, agility, and profitability for our clients.
      Darshan Shankavaram – Our Expert

      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 – Our Expert

      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.

      Robert Brillhart

      Global Head of Intelligent Customer Operations
      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.