Today’s vehicles, including hybrid and electric, are more connected than ever. We may not be Jetson’s level yet (as much as we may have hoped), but contactless digital experiences have dramatically changed customer expectations for how they buy and service their vehicles.
By 2035, connected vehicle sales in the US are expected to grow over 260% i. In California and Canada, 100% of new vehicles will be required to be zero-emission in that same period.
In response to these evolving expectations, automotive brands must transform the automotive buying and ownership experience. That includes how they strategize, resource, and execute on delivering a better, data-driven customer experience (CX) for the future. We recently conducted a study to determine just how effective OEMs are at these critical CX-building activities.
To achieve desired CX, automotive brands must invest in their customer data strategy, infrastructure, and use of data. That means asking the big questions, like:
- How do you get customer data?
- How do you align that data with your strategy and vision?
- How do you provide access to the data?
- How do you enable effective use of the data?
Answers to these questions are central to success.