The 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

The 30+ page report includes:

  • Key insights on the new desires of automotive shoppers and the challenges posed by the traditional automotive retail model
  • 5 initiatives that will help automotive manufacturers and dealers remove friction, add value and build long-term loyalty
  • 6 trends-based pillars of engaging automotive CX supported by 18 exemplary case studies
  • 1 in-depth interview with a pioneer of DTC automotive retail
Additional content:

  • Summary presentation deck
  • Link to Automotive CX Debrief webinar recording

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.


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Insights From The Automotive CX Debrief

Analysis Automotive CX Brand Spotlight: How BMW Caters To The Next Generation Of Drivers

The luxury automaker leads the industry in redefining an entrenched business model for an increasingly digital world

Analysis How Brands Like BMW Are Taking Their Post-Purchase Service Ecosystems Online

From PSFK's 2019 Automotive CX Debrief, here's how three car retailers are developing tech-based products and services that provide post-purchase customer support for a digital-first market

Analysis How Auto Retailers Like Honda Use Consumer Data To Improve The Driving Experience

From PSFK's 2019 Automotive CX Debrief, heres how three car companies are optimizing the process of data collection and sharing through customer rewards

Analysis How Auto Retailers Like Volvo Are Making Driving More Accessible With All-Inclusive Subscriptions

From PSFK's Automotive CX Debrief, these three car retailers are giving their customers purchase flexibility with subscription services

Analysis How Brands Like Ford Are Bringing The Car Dealership Experience Online

Strategies from legacy automakers like Ford and startups like Joydrive are bringing the car-shopping experience off the lot and online

Analysis How Auto Brands Like Help Consumers Navigate Complex Purchases

In this Automotive CX Debrief excerpt, PSFK explores best-in-class examples of apps and ecommerce that simplify the car-buying experience

Analysis How Auto Brands Like Acura Reach Consumers With Dynamic Digital Marketing

From Renault to Acura, today's leading auto retailers are paving the route towards a more seamless and connected buying experience by leveraging social media engagement via Instagram, Twitter and more

Analysis How Brands Like Uber And Microsoft Meet In-Moment Needs With Multimodal Mobility Apps

Detailed in PSFK's Automotive CX Debrief, mobility companies are diversifying their offerings, letting customers switch between options like car sharing, public transportation, bikes and scooters as their needs change