Latest articles from our experts
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.
Subscription models: A practical move for both customers and retailers
By Robert Häusler, Director New Retail Model and Electric Vehicle (EV) Strategy
Owners can upgrade their vehicle through customization throughout its lifecycle.
How to build a future-proof retail model
By Dirk Bott, Vice President, Global Sales Operations
An effective touchpoint model considers the purchase behaviors of multiple generations.
The future of CX requires a remodel, not a repair
By Dirk Bott, Vice President, Global Sales Operations
Retail touchpoints must be personalized, convenient and seamless to boost loyalty. We need a teaser question to make this more interesting.
In-car subscription: Why it’s tempting consumers and strengthening OEM offerings
By Robert Häusler, Director New Retail Model and Electric Vehicle (EV) Strategy
In-car subscription is generating new opportunities for vehicle manufacturers, but it must be flexible and offer true value to customers.
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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.
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.
MSX and CBS collaboration
In Cologne, MSX and students from CBS International Business School are developing future-proof training programs that deliver more modern, strategic training and learning approaches.
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.
Revolutionize remote learning with chroma key
Chroma key and green screen technology form part of MSX Learning Solutions, enabling businesses to deliver interactive remote training with real visual impact.
Workshop intelligence to deliver real-time business insights
MSX Beacon transforms your workshop operations with real-time business insights. It tracks vehicle progress, enhancing operational efficiency and customer satisfaction.
Customer education: A key element of enhanced brand loyalty
Customer education plays a critical role in helping owners get the most from their vehicles, but it also allows brands to provide greater value to consumers.
From aftersales to support: Adapting TCO for the future of fleet
In discussions around evolving technology and connectivity in the automotive sector, heavy commercial vehicles deserve some recognition.
Thrive in uncertainty
For dealers and business owners who have been affected by the COVID-19 global pandemic, the last few weeks have been extremely challenging.
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.
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