Customer experience in the automotive industry in 2025: aspiration, reality - and real opportunities

A commentary by Barbara D’Emilio, Chief Customer Officer | Enterprise Accounts Automotive, moveXM

Customer experience in the automotive industry in 2025: aspiration, reality - and real opportunities

What is the real state of customer experience in the automotive industry? While current studies celebrate strong results, others show an alarming picture of structural weaknesses. In her commentary, Barbara D'Emilio, Chief Customer Officer |

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Automotive industry

The engine is stuttering: How OEMs stop sales declines

The pressure on the automotive industry is increasing - social transformation, declining sales and growing competition demand new answers. How can OEMs succeed in turning customer experience into a real competitive factor? In this interview, two

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Automotive industry

IAA 2025: The Future of Mobility on Display in Munich

Barbara D’Emilio, Chief Customer Officer | Enterprise Accounts Automotive at moveXM, shares her take on IAA 2025: "Mobility is becoming more experiential, more sustainable, and more connected. Customer Experience is the key to turning innovation

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How the CX Industry embraced Customer Care

In the late 1990s, the customer experience (CX) industry was stuck in a rut. Standard procedures were making the feedback experience frustrating for customers and wasting opportunities. But in the year 2000, we created a new approach to CX, one that

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