The digital transformation is leading to rapid change in the automotive industry. Disruptive technologies such as electromobility, autonomous driving, IoT and AI are accelerating the transition from analog to digital and bringing about significant changes in the traditional business of the automotive industry. This transformation is not only affecting companies’ internal processes and business models, but also the entire interaction chain with customers. As a result, companies must adapt to changing customer needs and integrate disruptive technologies along the customer journey.
The digital transformation has had a significant impact on customer expectations and demands and has therefore had a lasting effect on the customer journey. The change from analog to digital touchpoints represents the central challenge. Customers today use a variety of different online access points to find out about companies and their products. For this reason, customers are much better informed in the digital world and expect a personalized and consistent experience across all touchpoints.
The automotive industry has a lot of catching up to do and needs to adapt its customer journey strategy in order to meet changing customer requirements and remain competitive in the market. This is the only way to achieve unique customer experiences and long-term customer loyalty.v
Due to the exponential growth of digital possibilities, time is becoming an increasingly important competitive factor. The key to successful companies lies in their ability to adapt quickly to changing circumstances. This requires a mindset that is open to change, constant observation of the market and dynamic organizational structures that enable rapid action.
The automotive industry is highly competitive, which is why the automotive trade and its car dealerships need to jump on the digital transformation bandwagon all the faster and play an active role in shaping it.
Find out more about our market study Digital Customer Journey in car dealerships.