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

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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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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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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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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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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Customer Journey Management

5 methods to decode the "black box" customer journey

In the dynamic environment of customer experience, comprehensively analysing the customer journey is crucial to understanding the needs, wishes and expectations of customers. From traditional approaches such as customer surveys and A/B tests to the

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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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