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Auto CX pov
Customer first

Time to level up

How to win the race for customers with superior experiences

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.

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.

“The race for customers is won by addressing individual needs and creating personalized experiences with customer-relevant products and services at the right time and place”

It’s time to level up!

Our report, Time to level up, 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.

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. Organizations that make CX a strategic priority, transform into a holistic CX organization, 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.

Are you ready to win the race for customers?

Let’s win the race together: Ready – Set – Go!

Co-authors Sarah Schneider, Torben Lux und Philipp Kramer.

Meet our experts

Sebastian Tschödrich

Executive Vice President, Global Head of Automotive, Capgemini Invent
I have been working in automotive consulting for 14 years, with experience in Europe and China. Currently based in Munich, I am responsible for the global automotive consulting business and part of the global leadership team at Capgemini Invent.

Anne Junge

Vice President, Head of Customer Transformation, frog part of Capgemini Invent Germany
Anne is Senior Director at Capgemini Invent with several years of consulting and industry experience in automotive. In Germany, she leads the “Sales & Commerce Transformation” unit and is additionally responsible for the global Automotive direct sales & agency sales portfolio. Anne collected significant project experience working with automotive OEMs in Europe and guiding organizations throughout the journey of their sales transformations. Her further areas of expertise include (digital) customer experience in sales and aftersales, business model innovation as well as retail performance.

Sherif Hussein

Director, Intelligent Industry Automotive, Capgemini Invent Germany