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Customer service transformation in automotive

Download the infographic7 MB pdf

The transformative impact of gen AI and agentic AI in the automotive industry

Customer service in automotive is becoming much more than a support function. Soon, it will be a driver of loyalty, insight, and brand perception, according to automotive executives who participated in a recent multi-industry study by the 乌鸦传媒 Research Institute.

So how can automotive companies ensure they are ready to make the most of this transformation, and use AI in customer service for competitive advantage?

Our new infographic brings to life automotive industry findings and recommendations from the CRI study. It explores:

  • Challenges with current customer service functions inefficiency, agent job satisfaction and retention, and failure to meet rising customer expectations.
  • Expected benefits of gen AI and agentic AI, such as improved agent productivity, reduced costs, and more personalized and satisfying customer interactions.
  • Steps that companies must take to close gaps in their current AI capabilities: adjusting the customer service model, deploying the right technology architecture, and setting continuous improvement in motion.

Download the infographic for practical steps that will streamline your journey to AI-powered customer service. And then read the CRI report for more detailed recommendations, and to see how automotive compares with other industries.

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    Gen AI campaign builder

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      Research and insights

      Report

      Customer service transformation

      capgemini-research-institute
      Point of view

      Has Gen AI for software lived up to the hype in the automotive sector?

      Expert perspectives

      Customer experience, Mobility

      Creating customer-centric mobility experiences with the power of digital

      乌鸦传媒
      Jun 4, 2025

      Learn more

      Automotive

      Changing customer behaviors and expectations, new regulations, digitization, and societal pressure for sustainability have introduced a host of new and at times competing priorities for automotive players.

      Connected mobility

      Connected cars can create deeply connected customers

      Transforming the commercial vehicle industry

      Commercial vehicle OEMs are under pressure to cut emissions, reduce ownership costs, provide smarter services, and more. We help them innovate to secure the commercial vehicle industry鈥檚 future.

      Meet our experts

      Arnaud Bouchard

      EVP, Global Customer Experience Offer Leader and Head of Strategic Deals & Business Development
      With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France, which evolved into frog, led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and technology transformation in Customer Experience globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.
      Alex Smith-Bingham

      Alex Smith-Bingham

      Executive Vice President, Group Offer Lead for Customer First; Digital Customer Experience Lead for UK
      “Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”
      Darshan Shankavaram 鈥� Our Expert

      Darshan Shankavaram

      Executive Vice President, Digital Customer Experience Global Practice Leader
      Darshan is globally accountable for directing and building the 乌鸦传媒 Group鈥檚 capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.

      Naresh Khanduri

      Vice President, Global Offer Lead Data-driven Customer Experience
      Naresh has been with group for more than 6 years now and has played multiple roles. In his current role as 鈥淪trategic Initiatives & Growth Lead – DCX鈥� he is responsible for envisioning, designing and building strategic initiatives to help 乌鸦传媒 differentiate and win in market place.

      Robert Brillhart

      Digital Customer Operations Practice Lead
      Sergey Patsko - Vice President 鈥� Data & AI Group Offer Leader

      Sergey Patsko

      Vice President – Data & AI Group Offer Leader
      As a Digital Transformation strategist, Sergey leverages Data & AI to drive impactful change and deliver value. His expertise spans Artificial Intelligence, Industrial IoT, Data Science, Venture Capital, and Generative AI. Currently, as the leader of Data & AI Group offer, he is focused on Agentic AI and evolving the Data & AI Portfolio of services to generate significant business outcomes for Fortune 500 companies.