Despite the efforts to solve the challenge of a broken customer experience for a while, most OEMs are still stuck with a multi-channel approach to their vehicle purchase journey. This often results in fragmented, frustrating experiences for customers, inefficient processes for dealers, and missed opportunities for OEMs, ultimately hindering growth and eroding trust. For many OEMs, the significant investments in digital solutions have yielded limited returns because the focus has often been on technology rather than the customer.

Deloitte Digital's latest report, 'Transforming the Automotive Customer Experience : An OEM-Led, Dealer-Enhanced Omnichannel Vision’,  provides a strategic blueprint for navigating this complex landscape. This report outlines a comprehensive omnichannel vision designed to create a seamless, personalized, and interconnected customer experience across every touchpoint, from initial online research to post-purchase service.

Download 'Transforming the Automotive Customer Experience' to discover how to navigate the Automotive Omnichannel CX Transformation and:

• Create a Seamless Customer Journey: Implement integrated online-offline purchase paths and flexible completion options, empowering customers from initial discovery through vehicle ownership

• Deliver Key Digital Initiatives: Explore foundational digital initiatives such as Insight-Led Leads, Simplified Product Discovery, Omnichannel Save & Share, and Online Quotes and Deal Stacking, essential for a truly connected and personalized customer experience

• Foster Long-Term Customer Relationships: Extend engagement beyond the initial sale with comprehensive experiences and personalized offers throughout the purchase and post-purchase lifecycle, maximising customer lifetime value through initiatives like Up-sell and Cross-sell and Reimagined Ownership Experience

• Empower Dealers with Actionable Insights: Provide dealers with high-quality, actionable leads, comprehensive customer data, and advanced tools to personalize the in-dealership experience, significantly boosting conversion rates and encouraging greater adoption of OEM digital tools.