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Latest articles from our experts

Embrace the dynamic future: Empowering learning in a rapidly evolving mobility landscape

By David Lowrie, Global Solutions Leader

OEMs must introduce new learning solutions, building a workforce capable of meeting new customer expectations and embracing emerging trends.

Exploring new opportunities in the wholesale parts industry

By Rikard Asbjornsen, Global Solutions Leader, Fleet Readiness – Parts & Accessories Distribution

While EV growth has challenged the wholesale parts industry, many vital and lucrative opportunities remain for businesses.

Improve warranty management accuracy and efficiency with AI and automation

By Pasquale Aloi, Global Solutions Leader, Warranty and Repair Efficiency

AI and automation – when combined with human knowledge – are helping brands take control of warranty and maximize savings.

New capabilities for tomorrow’s retail models:
How OEMs, retail partners and customers can win together

By Jayesh Jagasia, Global Solution Leader, Sales Performance Business Value Stream

As OEMs explore new retail models, they must implement effective strategies to unlock a world of exciting new opportunities.

Embracing technological advances and expert support for improved authoring efficiencies

By Ralf Kronenbuerger, Vice President Technical Information

Technical authoring for automotive is becoming more complex thanks to new powertrains, digitalization and other trends.

Driving warranty change with digital integration

By Emiliano Nebbioso, Global VP Warranty and Repair Efficiency

Economic uncertainty, emissions regulations and growing competition are all adding to manufacturers’ cost pressures.


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Global insights from automotive experts

Explore our views and perspectives on the topics and challenges that we believe are key to the sustainable future of automotive retail. During this season, MSX experts focus on the effects of the COVID-19 crisis on the global automotive retail industry.

The future of CX requires a remodel, not a repair

Retail touchpoints must be personalized, convenient and seamless to boost loyalty. We need a teaser question to make this more interesting.

Subscription models: A practical move for both customers and retailers

Owners can upgrade their vehicle through customization throughout its lifecycle.

How to build a future-proof retail model

An effective touchpoint model considers the purchase behaviors of multiple generations.

Global internet usage

A recent survey conducted by MSX revealed that just 47% of people believe that more than half of all consumers will engage primarily in digital retail within the next 12 months, with 54% believing that physical retail interactions will remain the leading choice.

Building a scalable retail transformation process

The new retail model is a must-have strategy to meet the growing demands of consumers. But for a scalable transformation, standardization is crucial.

In-car subscription: Why it’s tempting consumers and strengthening OEM offerings

In-car subscription is generating new opportunities for vehicle manufacturers, but it must be flexible and offer true value to customers.

Latest episode: Customer Experience (CX) in North America: How the EV influence is driving change

As electric vehicle adoption grows, so too does the demand for more personalized, convenient customer experiences. But in the US, where dealership networks are deeply rooted in the country’s social framework, and where ICE vehicles are likely to remain part of the industry’s future, manufacturers are facing both challenges and opportunities

In recent years, the pandemic has disrupted supply chains and contributed to the global chip crisis, yet EV markets have grown exponentially across the globe, driven by government incentives and environmental targets, and strengthened by new, direct-to-consumer sales models. 

But in North America, the dealership structure remains at the industry’s core, and manufacturers are exploring ways to enhance the customer experience and cut costs through the adoption of online retail models without sacrificing the experience and value of their retail networks. To compete with disruptors, they must introduce convenience-led tools and services that consumers expect, and invest in EV technologies and servicing equipment that generate the highest returns for their business.  

The price of EVs remains high, but today, ground-breaking industry innovations such as longer-range batteries are enabling manufacturers to produce more affordable, accessible cars, while more robust supply chains are helping to alleviate supply issues. Consequently, the North American EV market is rapidly gaining traction, but there’s still work to do to create the ultimate customer journey in a profitable way.  

In this video, Rod Wright, Vice President, Americas, MSX; Jason Stein, Owner and CEO, Flat Six Media, LLC; and Andrea Sorrenti, Chief Operating Officer, MSX, explore the ways in which North American manufacturers are adapting their structures, processes, and mindsets to meet demands and to stay competitive in this CX-led era.