{"id":584331,"date":"2022-06-21T11:58:08","date_gmt":"2022-06-21T11:58:08","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?page_id=584331"},"modified":"2025-03-06T01:56:09","modified_gmt":"2025-03-06T06:56:09","slug":"creating-a-new-automotive-customer-journey","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/us-en\/solutions\/creating-a-new-automotive-customer-journey\/","title":{"rendered":"Creating a new automotive customer journey"},"content":{"rendered":"\n
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Creating a new automotive customer journey<\/h1><\/div><\/div><\/div><\/div><\/div>
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Consumer behavior has changed forever. Customer engagement will be key<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n
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Automotive buying models were already under pressure but now customer expectations are creating new market disruptions. It is more than just providing a good client experience. OEMs need to engage with car buyers to understand their changing attitudes and the factors driving them to purchase a vehicle.<\/p>\n\n\n\n

There is opportunity. According to a recent Capgemini Research Institute study<\/a>, 75 percent of those who intend to purchase a car in 2020 will do so to gain better control over hygiene. Forty-four percent of under-35s will make less use of ride-hailing due to concerns around health and safety.<\/p>\n\n\n\n

At the same time, research shows nearly half of consumers want to minimize visiting dealerships to compare deals and mainly use online channels for information search and purchase. This requires a shift to a more robust online experience.<\/p>\n\n\n\n

Customer engagement needs to be a unified journey that connects departments and develops a common language to provide the best customer experience possible.<\/p>\n\n\n\n

Learn how to find the opportunities with a new kind of car buyer.<\/p>\n\n\n\n

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