Bricks vs. Clicks or Physical vs. Digital

Driven by global megatrends like urbanization, climate change, and technology advancement, the automotive industry is currently undergoing the most radical changes since the invention of the car. The Coronavirus has hit the industry hard and is forcing digitalization in areas where it has been long overdue. Also the customer behavior has changed as well.  Driven by eCommerce experiences on platforms, customers are used to  an end-to-end one-stop-shop processes, self-service, and direct interaction via digital channels, but when it comes to buying and servicing cars, the world sometimes seems still very analog.In our Podcast we discuss what consumer really want and how businesses can understand the need of each customer they interact with. Our guest will be looking at latest technology, the importance of leadership and change management , customer service charters and strategies for a successful transformation towards a customer centric business model.Agenda: The future of the automotive customer journey Seamless integration of physical and digital touchpoints The importance of technology and data The role of the dealership of the future