The automotive sector has acknowledged the significance of delivering a smooth and hassle-free customer experience and is evolving by embracing new customer experience trends. According to a recent study by Accenture, 92% of dealers perceive customer experience as a crucial factor for future growth. Furthermore, 46% of customers have expressed their willingness to switch to another Original Equipment Manufacturer (OEM) if they provide a better customer experience. These figures underscore the mounting importance of providing customers with a satisfactory and personalized experience in the auto industry.
To meet the ever-changing customer expectations, car manufacturers, dealers, and OEMs are utilizing feedback tools to comprehend customer demands and enhance their services accordingly. To achieve this, customer experience cannot be considered an additional activity; instead, it should be the primary driving force for all departments, including IT, purchasing, quality, and product development. This necessitates a significant shift in perspective for OEMs, and it is the responsibility of the CEO to emphasize the need for change and implement it.
To keep up with the latest customer experience trends, we have compiled a list of the top 7 customer experience trends in the automotive industry to ensure a seamless customer journey.

Further Reading: http://bit.ly/40liAVN