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Customer first

Time to level up

How to win the race for customers with superior experiences

Download the report3 MB pdf

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!

Download our report

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

Meet our experts

aftersales service

Sebastian Marschall

Senior Director, Connected World Lead Germany & Head of Connected Products & Services Germany, Capgemini Invent 
Sebastian is a Senior Director at Capgemini Invent, leading our Connected Products & Services unit in Germany, along with the associated offering “Connected World.” He helps clients to unlock top line growth potential and operational efficiencies by developing innovative digital service portfolios and new business models around connected solutions through leveraging an established end-to-end methodology.
Anne Junge

Anne Junge

Vice President | Head of Customer Transformation, frog, part of Capgemini Invent Germany
Anne is Vice President at Capgemini Invent with 10+ years in consulting and the automotive sector. She leads the Customer Transformation unit in Germany, focusing on CX, D2C/e-commerce, CRM, loyalty, AI, and service transformation. Anne has deep experience with European automotive OEMs, driving digital, sales, and marketing transformations.
Sherif Hussein

Sherif Hussein

Head of Software Defined Vehicle