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PSFK Report

Automotive CX Debrief

New consumer expectations and behaviors set by digital-first brands have prompted car manufacturers and dealers to rethink entrenched business models in order to ensure consistency across all touchpoints and channels and offer more flexible solutions and guidance to mitigate some of the major pain points associated with this important purchase.

PSFK’s Automotive CX Debrief explores how automotive brands are leveraging the tactics of direct-to-consumer brands to transform the way vehicles are marketed and sold in a digital-first context and reframe customer relationships around meaningful loyalty. This report provides best-in-class examples and actionable insights on how to elevate the automotive customer experience to ensure that it keeps pace with rapidly changing consumer expectations.

Published March 2019

This report is part of a series that PSFK has published on innovation in in retail and along the customer experience journey. Our reports provide business ideas to corporate members of our research intelligence service. In addition, we provide talks and ideation workshops based on the contents of our surveys and guides. Contact our sales team at or +1 646 520 4672 for more information.