Valtech：2025颠覆性时代汽车行业客户体验研究报告（英文版）（29页）.pdf

1、MobilityThe Voice of Experience InnovatorsContents030719354351Executive summaryThe customerThe industryDefining the future winnersSeizing the opportunities aheadConclusion2The Voice of Experience InnovatorsMobilityAn era of unprecedentedWe interviewed and surveyed 136 automotive executives across va

2、rious roles and markets to gain insight into the industrys perspectives on experience innovation from the challenges it creates to the opportunities it presents and the strategies OEMs may employ to enhance customer experience and drive growth.Information on the respondents qualifications and experi

3、ence is shown here.We only interviewed experts and executives who were familiar with their companies CX initiatives and actively involved or influential in their companies or clients digital innovation projects.The automotive industry is entering an era of unprecedented disruption in which customer

4、experience(CX)is vital to success.Driven by evolving customer expectations,technologies and mobility solutions,OEMs are adapting through research and strategies aimed at enhancing the experiences they deliver to differentiate themselves in a competitive market.Company type*Time in industryVehicle OE

5、M mass marketVehicle OEM premium brandsSupplierIndustry/expert consultantOther*16%are working for EV brandsBusiness unit 10 years8-10 years4-7 years1-3 years 1 yearBrand regional breakdownMarketing,brand and product managementProject managementEngineering and technologyDigital solutionsCustomer expe

6、rience and strategyNorth AmericaChinaEuropeAsiaSales,aftersales and BDOtherRepresented brandsMass marketPremiumEVSuppliers/Vendors4The Voice of Experience InnovatorsExecutive summaryOur research delves into critical aspects of experience innovation in automotive and explores the following:01 The evo