The automotive customer has changed in recent years, but has the sales and aftersales experience aligned with new customer expectations? Whilst the industry has been focusing on digitising processes, the focus should now shift towards building improved customer experiences, harnessing technology as the key enabler.

CitNOW Group has identified four key elements for success: omni-channel, people, seamless and communication, which underpinned by the right technology, will transform every customer moment. In this latest report, CitNOW Group explores how to seamlessly and efficiently unite the retailer and customer to engage and exceed customer expectations at all touch points within their sales and aftersales journey. CitNOW Group presents exclusive research from 1,000 car owners alongside research on the online retail experience and industry insights to understand the current digital retail experience, and how this compares to what the customer wants.