Customer Experience in the Automotive Industry
Exceptional automotive customer experiences start with intentional design
In an increasingly crowded automotive industry, exceptional customer experience is the key differentiator for OEMs to attract and retain loyal customers. Through our previous work and extensive industry knowledge, we offer our perspectives on the current CX landscape in Automotive.
Oaklin was proud to receive a Gold Award in the Automotive category by the Financial Times & Statista in 2025
Omnichannel eBook
Customer Experience That Competes – Make Every Journey Count
Key Themes
The following outlines Oaklin’s key points on delivering outstanding customer experience in the automotive sector.
Prioritise CX to survive
In today’s saturated automotive market, consistent omnichannel journeys are the new competitive advantage. More brands are competing for the same customer base and need to utilize CX as their core differentiator
Continuously manage your journeys
The best customer journeys aren’t built once. They are managed, measured and evolved to stay ahead of consumer expectations. Ensure customer journey mapping is continually maintained, supported by data and VOC insights and integrated within company culture to achieve maximum success
Design for specific personas
When you build your CX with specific groups in mind, the experience gets better and the commercial results get stronger. Design for personas to convert regular customers into loyal brand advocates. We believe customer journey mapping can provide real insight and value for Fleet and Used Car personas.
Latest Insight
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Omnichannel Experiences in Automotive
With the evolution of technology and a shift in consumer behaviour towards digital first, the automotive industry is having to play catch-up. This is particularly true in the UK market, where delivering exceptional, joined-up experiences is key to winning conquest customers and driving loyalty.
An omnichannel strategy allows automotive brands to meet constantly evolving customer expectations, yet many are failing short.
Download our eBook to find out what you need to build omnichannel experiences that work.
Beyond the Map: How to Continuously Manage Customer Journeys
Many organisations invest time and energy into mapping their customer journeys, using workshops to create maps that outline exactly how they would like customers to interact with their brand. For customer-journey maps to continue to be effective, they must evolve.
Supercharge Fleet sales with a customer-centric approach
Fleet customers account for approximately 80% of the electric vehicle (EV) customer base in the UK, making them a critical segment for any manufacturer’s commercial strategy. As the regulatory pressures of the Zero Emissions Vehicle (ZEV) mandate continue to mount, the Fleet sector is expected to grow in both volume and importance, offering significant opportunities for those who prioritise this crucial segment.
Steering Automotive Customer Experience in the Used Car Market
In today’s automotive industry, used cars have become a battleground for customer experience innovation. As new-car margins compress and consumer behaviour shifts, creating a compelling and seamless journey for pre-owned buyers has become essential to compete in the market.
Proof that it works
Improving customer experience capability for a major automotive manufacturer
Following an internal audit into their operating model, a large automotive manufacturer identified a significant opportunity to enhance their customer experience (CX) strategy across four of their UK operating entities.
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Launching the next generation of 4x4
Oaklin was engaged by an Automotive start-up, who had identified a gap in the market for an uncompromising, utilitarian, hardworking 4x4 vehicle engineered for modern day compliance and reliability, to define their Digital Customer Experience Platform.
Launching the next generation of 4x4
