The automotive industry is currently investing massively in digitalization, artificial intelligence, and new sales concepts. This is right and necessary. At the same time, however, we are observing a development that receives surprisingly little attention in many strategy discussions.

The decisive differences often do not arise from technology.

They arise in personal contact.

Why AI and CX programs provide more data than ever before, and yet the customer experience along the journey remains fragmented. And what this has to do with a structural decision that most companies have not yet made.

Why Customer Experience must be rethought in times of AI, survey fatigue and growing data availability – and why companies at the beginning of their CX journey currently have a structural advantage.