The Automotive Customer Experience of Tomorrow

Deloitte examines how connected vehicles should change to engage the evolving consumer expectations.Connectivity in the automotive industry is just beginning, with younger and often more connected Gen Y consumers driving change. Explore the featured insights below to understand the changing nature of connected vehicles.

Technologies that can seamlessly connect vehicles and consumers daily lives will likely serve as key enablers in defining the vehicle ownership experience — and those connected technologies have the potential of fundamentally changing the traditional customer life cycle. Vehicle connectivity is also starting to transform the basis of competition beyond the product.

Copyright Deloitte

Copyright Deloitte

The Automotive Customer Experience of Tomorrow

Copyright Deloitte

To enable effective, technology-enabled business models, automotive OEMs and dealers should explore opportunities within the entire customer experience ecosystem and, in doing so, address five key points that can result in exceptional connected customer experiences:

  1. OEMs must seek internal alignment on the vision of connected technology and how far they want to  transform their businesses.
  2. OEMs and dealers must also see eye-to-eye on the implications of connected technology and align on impact of customer experience.
  3. Internal OEM governance and organizational structure must be carefully assessed to determine what the impact of a connected services vision has on the business.
  4. Related to number three, OEMs must align and accept the requirements (e.g., build internally, acquire throug business partners, etc.) needed to enable new connected services capabilities.
  5. OEMs and dealers must work across the value chain to build a broader, more holistic brand experience  enabled through connected technologies.

Download the complete report here

 

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