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Driving Better Experiences with Connected Vehicle Services
The automotive industry is at the forefront of a significant transformation driven by rapidly evolving technologies and changing customer expectations. From the surge in electric vehicles (EVs) to the integration of artificial intelligence (AI), the way customers research, purchase, and interact with vehicles has fundamentally shifted. This new generation of buyers wants more than just an automobile. They’re seeking personalized experiences and seamless connectivity.
Automotive executives must ask themselves, “Are we meeting the demands of today’s buyers while preparing for tomorrow’s technology?” Bridging this gap is where Concentrix’s Connected Care Platform (CCP) can deliver real value for both companies and their customers. Designed to complement buyer-centric trends, CCP redefines customer experiences in the connected vehicle landscape.
What Today’s Automotive Buyers Expect
The modern automotive buyer is seeking a complete package of sustainability, convenience, and personalization. Concentrix’s 2024 Auto Buyer Insights Report highlights key trends reshaping the industry.
1. A preference for green vehicles: The demand for hybrid and electric powertrains has skyrocketed, with EV sales growing by 35% compared to 2022. Over 50% of buyers in Europe and significant portions of the North American market now prefer green vehicles, citing sustainability and fuel efficiency as key factors.
2. AI-driven personalization in research: Most buyers conduct extensive online research before stepping into a dealership. Personalized AI tools such as virtual assistants and recommendation algorithms streamline the decision-making process, helping buyers analyze models, reviews, and pricing.
3. The demand for high-touch experiences: While digital tools dominate preliminary research, buyers still expect human interaction in critical moments like test drives, financing, and vehicle delivery. This hybrid approach combines data-driven digital support with professional, hands-on assistance—a balance that builds trust and confidence.
4. Safety and connectivity prioritized in connected vehicles: Safety ranks high on customers’ priority lists, with features like in-vehicle cameras, collision notification systems, and stolen vehicle recovery systems topping the wish list. Buyers also expect vehicles to integrate seamlessly with their digital lives, offering uninterrupted connectivity and over-the-air service updates.
The Connected Vehicle Revolution
Connected vehicles are no longer just a futuristic concept; they represent a powerful intersection of technology and transportation. These software-defined vehicles rely heavily on advanced connectivity, data integration, and cloud capabilities to deliver personalized and efficient experiences. Meeting these complex expectations calls for cutting-edge tools—like Concentrix’s Connected Care Platform (CCP).
How the Connected Care Platform (CCP) Aligns with Buyer Expectations
Concentrix designed CCP to transform the way connected vehicle services deliver next-generation customer support and experiences. Backed by Salesforce Automotive Cloud, the platform addresses key pain points while seamlessly integrating with the modern automotive ecosystem.
- Safety-driven services for enhanced customer confidence: CCP incorporates essential safety-focused features that buyers prioritize. From Automatic Collision Notifications (ACN) to SOS Button Calls (eCall) and Stolen Vehicle Recovery, the platform ensures that your customers feel secure at all times. 67% of buyers show significant interest in in-vehicle camera features, and CCP’s support capabilities will make delivering these services easier for automotive brands.
- Rapid deployment to keep pace with tech-savvy buyers: The pace of change in the automotive sector is relentless, which is why CCP accelerates deployment timelines. Enterprises can focus less on platform development and more on offering an exceptional customer experience.
- Unifying data for a 360° customer view: Data is at the center of personalization. CCP simplifies complex data exchange with pre-defined workflows, enabling unified customer insights. Built-in integrations with Salesforce Mulesoft and Data Cloud empower brands with seamless API integrations across platforms, contact centers, third-party vendors, and Public Safety Answering Points (PSAP).
- Tailored customer support: Today’s customers expect instant and problem-free support. CCP combines real-time response capabilities with sophisticated AI support, ensuring you’re equipped to offer memorable experiences at every touchpoint—whether through chatbots, advisors, or automated systems.
Why Now Is the Moment to Act
For automotive brands, the stakes have never been higher. With the industry projected to generate over $500 billion in revenue by 2035, those who invest in connected technologies and buyer-centric solutions will be the leaders in this space.
Yet it’s not just about matching the expectations of today’s buyer. You also need to prepare for what’s next. Key priorities like advanced AI applications, refined user interfaces, and proactive data-driven insights position CCP as a future-ready solution to help you stay ahead of evolving market demands.
The new automotive buyer expects a seamless blend of technology, safety, and personalized experiences. Whether it’s supporting drivers with real-time safety services or enhancing dealership experiences with integrated tools, Concentrix’s Connected Care Platform ensures every interaction is meaningful and efficient.
Are you ready to transform how your company connects with its customers? Schedule a meeting to learn more about the Connected Care Platform by completing the form below, or explore more owner expectation insights in our research report, Unlocking the Future of Connected Services.
Larry Perrault
Director, Connected Product Strategy
