In automotive, personalizing customer experiences at scale is now critical for protecting market share, supercharging growth, and driving measurable business results with B2C and B2B customers alike. As a result, personalization is a recognized C-level imperative for growth. However, coordinating, executing, integrating, and personalizing customer experiences at every touchpoint and moment that matters across the automotive customer lifecycle requires alignment across an automotive enterprise’s people and processes – not just enablement for scale via world-class personalization technologies like those from Adobe.

Content proliferation from each part, player, and partner across the automotive landscape and lifecycle further complicates existing challenges in this sector. Coordination across customer touchpoints is critical—not just desirable—to avoid chaos and diminished conversions. Automotive organizations must overcome key organizational and operating model barriers—including legacy channel coordination requirements with dealers, finance partners, and other stakeholders—to realize the required returns on their personalization efforts.

Since the right organizational and operating model is critical to successfully scaling personalization and achieving business objectives, automotive enterprises must adopt a centralized or federated operating model as their personalization maturity develops.

• How must we leverage technology to power and personalize our critical automotive journeys and experiences at scale?
• What are the best practices to incorporate personalization at scale into our business and customer experience strategy?
• How can we ensure we have the right organization and operations to maximize business value?

Watch the replay of our recent webinar featuring Steven P. Silver, Managing Director, Transportation & Mobility at Publicis Sapient, and Neerav Bhansali, Principal, Industry Strategy, Automotive & Mobility at Adobe.