05/29/2026 CX Automotive CXM

Guest article by CRXO Kathrin Michel

Future Ready in Automotive Does Not Start with AI. It Starts with the Right Question.

Why AI and CX programs provide more data than ever before, yet the customer experience across the journey still remains fragmented. And what this has to do with a structural decision most companies have not yet made.

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05/29/2026

CX

Automotive

CXM

Guest article by CRXO Kathrin Michel

Future Ready in Automotive Does Not Start with AI. It Starts with the Right Question.

Why AI and CX programs provide more data than ever before, yet the customer experience across the journey still remains fragmented. And what this has to do with a structural decision most companies have not yet made.

Read article

04/28/2026

CX

Automotive

Guest article by CEO Holger von Seherr-Thoss

AI in Automotive CX: The difference is made in the moment of interaction

Artificial intelligence has made a measurable impact on customer experience in the automotive industry in recent years. Today, feedback is systematically collected, consolidated across multiple touchpoints, and analyzed in real time. AI helps

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03/30/2026

Automotive

CX

Insights from Barbara DʼEmilio

CX After Operationalization: Why Personalization Does Not Replace Structural Responsibility

In the automotive industry, personalization has long become an integral part of professional CX programs. Individualized sales processes, personalized communication, and context-specific service interactions are considered key levers for improving

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02/26/2026

Automotive

CX

Insights from Barbara DʼEmilio

Prediction Before Prevention: Why Churn Prevention Fails Without Foresight in Automotive

Churn prevention has become a strategic priority across the automotive industry. OEMs invest in retention campaigns, loyalty incentives, and service initiatives - particularly in After Sales. Yet measurable impact often remains limited. The core

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01/27/2026

Automotive

CX

Insights from Barbara DʼEmilio

CX Pioneers Wanted: The Key Automotive Trends & Watchouts for 2026

2026 will be a pivotal year for customer experience in the automotive sector.The industry is in motion: digitalization, rising expectations, and sustainability are changing the rules. But what does this mean for CX leaders - and what’s coming next?

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11/20/2025

Automotive

CX

Insights from Barbara DʼEmilio

Human Centered Experience - Why real customer closeness is becoming a game changer for the automotive industry

What does it really mean to tailor customer experience to people – and how can brands win the trust of customers in the age of AI? At the CX Forum 2025, industry leaders encountered new perspectives: brand integrity and approachability are becoming

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10/14/2025

Automotive

CXM

Insights from expert Barbara D'Emilio

OEMs need to scale CX today. How CX is turning from a metric into a real growth driver in the automotive sector.

In a rapidly changing market, customer expectations are evolving at an equally fast pace. For CX leaders, this means it’s no longer enough to simply measure and understand CX — it’s about actively shaping and scaling it.

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Ein junger Geschäftsmann im weißen Hemd und Krawatte sitzt frustriert am Lenkrad seines Autos und stützt den Kopf auf die Hand

06/26/2025

Automotive

CXM

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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03/27/2025

Interview

Automotive

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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09/16/2025

Automotive

CX

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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