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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