2023 Automotive CX Executive Report

Concentrix and Salesforce Navigate the Future of the Automotive Customer Experience

The automotive customer experience is evolving. A modern, hyper-connected buying and ownership experience offered by new electronic vehicle (EV) brands and digitally native dealers are quickly eroding market share for legacy OEMs and dealers. Customers are shifting lanes, forcing established automakers to look at new ways to connect, measure, and exceed customer expectations.

But where does the rubber meet the road in improving the CX automotive journey? 

Concentrix and Salesforce surveyed 300 leading OEMs and dealers across the automotive industry to get a pulse on how they’re delivering compelling customer experiences. Based on our findings, we’ve outlined the opportunities that lie on the road ahead.

At an aggregate level, survey respondents were more favorable about their readiness to deliver great CX, but we found significant differences between cohorts that may drive very different journeys forward.

Key Takeaways

automotive customer experience

Download our report to discover the following:  

  • How respondents feel about their firms’ CX vision, talent, customer data, technology, and budget 
  • What OEMs and dealers believe about the experiences they deliver over across the customer lifecycle 
  • Enablers and barriers to great automotive CX

Want to learn more about our work?

Related Insights

Better Together: Concentrix and Webhelp are now one company — global CX leader, with an expanded breadth of digital capabilities, high-value services, and generative AI solutions.
This is default text for notification bar