The rise of customer service in the automotive industry

Cars may travel at speed, but the automotive sector has not really moved much in the last hundred or so years. Much of the technology, the distribution models, and the brands have largely remained the same. 

But, major new trends that have emerged over the last few years are bringing about some of the biggest changes the industry has ever seen. Electrification, car connectivity, new regulations, and evolving customer needs are just some of the forces shaking the sector’s foundations.

In this whitepaper, Konecta’s Head of Global Automotive & Mobility Practice, Guillaume Langle, looks at what lies ahead for the automotive industry and explains the dilemma they face: discount or differentiate.

Ultimately, he argues, the best way automotive brands can respond to the coming challenges is by delivering digitalised, end-to-end, and personalised customer service that is a straightforward experience for consumers.

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