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

Pro content
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.

Summary Presentation

Invite the analysts behind this PSFK report to come and provide a tailored presentation at your office or next conference. We work to tailor our talks to provide context and actionable recommendations for all audiences. Contact us.

Innovation Workshops

Turn the insights and recommendations found within this report into action through a workshop. Customized specifically for your business' goals, needs and culture, this is a hands-on dive into the ideas and trends in our reports, with a focus on implementing them for your own business or clients. Whether these run from 4 hours to 2 days, your team will leave not just inspired and informed, but ready to take action. Contact us.

Report Insights

Automotive Interview: How Carvana Is Bringing The Entire Car-Buying Experience Online With Its Vertically Integrated Platform

This ecommerce retailer is helping the automotive category move online, solving for issues like financing, test drives and more for today's digital audience

Banks, Insurance & Financial Services How Brands Like GM Turn The Car Into A Mobile Commerce Hub

From Volkswagon to Honda, leading automotive retailers are integrating cars with ecommerce and digital entertainment capabilities to make the driving experience the highlight of the journey

Retail Join PSFK For Automotive CX Immersion & Ideation Sessions, April 18

As part of this multi-segment session, professionals who work at brands, retailers and solution providers can expect to discuss CX in the auto industry and the implications in an off-the-record atmosphere

Brand Activation & Immersion Report Launch: Check Out PSFK’s New Automotive CX Debrief

Our latest report shows how a legacy industry is transforming itself through direct-to-consumer strategies

View more posts about Report Launch: Check Out PSFK’s New Automotive CX Debrief