Insights from Barbara DʼEmilio
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?
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?
Trends Shaping the Industry Right Now
1. AI as a True Growth Booster
The era of mere data collection is over. Smart, instantly deployable AI solutions accelerate analysis and decision-making, optimize processes, and give CX leaders real breathing room. Those who invest early secure efficiency, speed, and an innovation edge.
2. Voice & New Touchpoints
People are speaking, asking, and feeling—at every level. Voice assistants, emotional feedback channels, and connected services are fundamentally transforming interaction between brand, dealer, and customer. These new touchpoints are more than technology—they’re a driver of enthusiasm.
3. Sustainability as a Differentiator
Green mobility is more than a trend. According to the IAA Benchmark 2025, over 60% of customers see sustainable services as a clear purchasing criterion. CX must be experienced as responsible and authentic—otherwise, brands risk losing relevance.
4. Data Sovereignty & Trust
GDPR-compliant data models, transparency, and fairness form the foundation of modern customer loyalty. The value created by transparent processes becomes the new CX currency—“Trust by Design” turns into a competitive factor.
5. Hybrid Customer Journeys
Connecting digital and physical touchpoints is essential. Only those who view the entire journey as a unified experience remain competitive and inspire long-term customer loyalty.
Watchout for 2026: What Must Stay on the Radar?
The trends are clear—but where do the pitfalls lie, and which opportunities must not be missed?
Innovation Case: moveXM Leads the Way
Instant efficiency, proven impact:
With the moveXM AI Assistant Aiden, we’ve set a new CX standard: lightning-fast summaries, deep analyses, and directly actionable recommendations—from dealers and HQs to markets and importers. Efficiency and satisfaction increase measurably, especially within operational teams. “It is necessary, a very welcome upgrade for all of us,” says Shelley Rushton, Market Responsible at VW Group Australia, about Aiden.
Meet & Connect: Events in 2026
Shaping innovation together! In 2026, we’ll be present at the most important CX and automotive events and look forward to real-life conversations:
Innovation, networking, fresh inspiration—let’s experience the future of CX together!
Would you like to connect in advance or schedule a meeting? Feel free to reach out!
