Automotive Industry Faces Widespread Customer Experience Challenges, AI Offers Transformative Potential

Customer service quality varies widely across industries, with many consumers expressing frustration over slow and inconsistent responses, while some sectors like Apple still manage to provide relatively quick and accessible support. In hospitality, personalized customer experiences and genuine friendliness remain key to building loyalty, as exemplified by Ascot Hotel's executive manager who emphasizes hands-on leadership and rapport with guests. However, the automotive industry significantly lags behind in customer experience compared to other sectors, ranking near the bottom in consumer satisfaction due to issues like inconsistent multi-channel interactions and a disconnect between consumer expectations and executive perceptions. Consumers increasingly demand hassle-free, digitalized, and sustainable experiences, yet automotive brands struggle to meet these needs, with many customers uncertain or dissatisfied with their current vehicle brands. The automotive sector is beginning to leverage generative and agentic AI to transform customer service into a strategic asset that enhances loyalty, insight, and brand perception by improving agent productivity and delivering personalized interactions. To realize these benefits, automotive companies must revamp their service models, invest in appropriate AI technologies, and commit to continuous improvement to close existing gaps in their customer service capabilities.