The auto retail industry finds itself at a pivotal moment. Customer experience (CX) has become the key competitive battleground, yet legacy systems and processes can hinder CX innovation. However, AI...

Hendy Group has reinforced its commitment to its vision of 100% positive customer experience with the launch of a new customer app. The Hendy App has been developed to ensure customers always have...

The latest UK Customer Satisfaction Index results from the Institute of Customer Service (ICS) present a sobering picture. Average customer satisfaction in the UK has fallen compared to last year and...

In today’s rapidly evolving automotive landscape, delivering exceptional customer experiences has become a game-changer. To stay ahead, OEMs and retailers need to deliver the personalised and...

Retailers have experienced a shift in the way customers want to interact with them in the showroom, which has led to an evolution in skills requirements. The majority of customers have done their...

Digital transformation is inevitable, and the automotive industry is no exception. Technology is disrupting how we live, work, eat and travel – driven by changing consumer preferences and smart...

Today, many companies are struggling with multiple challenges. They are working to provide engaging, more personalised customer experiences that offer compelling reasons for customers to come back. At...

Rockar founder Simon Dixon has split the business into two separate entities, with one focused on technology and the other on retail. A key goal for the retail arm is to deliver retail in what Mr...

Businesses across all industry sectors are missing out on a significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic,...

Customer experience is no longer something that companies can afford to ignore. Today’s customers expect nothing short of the highest quality experiences when interacting with brands online....

The traditional automotive retail model is undergoing a rapid transformation that is more decentralised and digital. This world of decentralisation and digital-first engagements means that the...

Whether we like it or not, we are living in a new world. The way our customers behave in the future and the experience that they strive for is very different now than it was in January of this year....

Last week, when discussing the closure period, a wise dealer friend made the point: “What does ‘closed’ mean?” He quickly added: “Even if there’s a sign on my door stating we’re closed,...

Outside of buying a house, a car is one of the biggest purchases people will make in their lifetime. It should be an exciting experience that matches the enjoyment of driving the car itself. Despite...

2020 will be a big year for the auto industry, not least because of increasing anxiety around climate change and the disruption Brexit could cause. In its report on consumer trends for 2020,...

Nissan Europe senior vice president and chairman Gianluca de Ficchy says the company is reinventing its approach to retail and integrating itself more closely into its customers’ lives, with the...

As consumers entertain more options in meeting their transportation needs, the latest Global Automotive Consumer Study from Deloitte focuses on perceptions of advanced vehicle technologies, and finds...

How more closely managing sales staff’s role can improve customer experience and boost sales Go to any automotive conference, in any town and you’ll be hearing a lot of buzz about...

The future for the automotive sector is less about a rapid pivot to autonomous, electrified mobility and more about transforming the customer experience to one that is digital, omnipresent, and...

Big Data lets us personalise the customer’s journey, but many of the assets are in your own company already By Jonathan Robbins   There are masses of consumers out there but today, more than...