Customer innovation and the future of retail

Automotive retail is undergoing major change as automakers work to transform the customer experience, drive loyalty and boost market share.

Significant changes in the operating environment and within the auto retail ecosystem — such as the rise of new mobility concepts, shifting mobility preferences, digitization and regulations — are forcing automakers and dealerships to rethink their retail strategies.

Customers also are increasingly able to access desired information across channels easily. Automakers and dealerships should seize the opportunity to transform their retail models to deliver a rich brand experience through seamless integration across all customer-facing channels. Challenges such as how to shift from a product-driven to a customer-centric approach, and how to offer mobility services based on value propositions instead of ownership, should be addressed.

Use our insights to learn more about the transformation taking place and what opportunities may lie ahead.

Automotive retail 2030:
how dealers must evolve

Traditional dealerships continue to be important, with first visits being the most crucial and sales personnel playing a prominent role. But to remain relevant, they should explore digitalization and align jobs with new consumer expectations. We look to the future and how dealers can start preparing now.

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