As the Covid-19 crisis grips the world, the impact of AI on the customer experience is accelerating. With customers seeking contactless or non-touch interfaces, numerous sectors have stepped up their...

Dealers in China are advancing their online marketing development schedules to maintain customer relationships, improve their teams’ capabilities and prepare for market recovery. Car sales in China...

The management of today’s complex, global supply chains is a daunting task. It is this complexity, and the need for much greater transparency, that is creating such interest in the application of...

People have made decisions based on ‘word-of-mouth’ recommendations for hundreds, if not thousands, of years. Good reviews are gold dust for dealerships: 73% of consumers say that a positive online...

Willingness to consider a 100% online car buying process is growing among consumers, bringing with it both threats and opportunities for traditional automotive retailers. The key findings of an...

Retailers that continuously innovate in the area of customer engagement will be those that survive. Those who see customers before channels will lead. The retailers who get us talking and raising...

Car buyers expect an increasingly individualised experience, requiring OEMs and dealers to further communicate and share customer data. Capgemini’s 16th annual Cars Online report shows the rising...

Cars Online 2009/10, Capgemini’s 11th annual global automotive study, aims to provide insight into how consumers shop for vehicles, what leads them to buy and what they are really looking for...

It should come as no surprise to professional auto retailers to learn that a huge majority of customers are increasing comfortable about using the internet during the car buying process. In fact, the...

Consumers are fairly satisfied with the overall vehicle buying process, but there’s plenty of room for improvement – starting with the retail negotiation process, according to the latest...