Buying a car should be a joyful experience. But for many customers, it can be rife with stress, confusion, and inconsistency.

As the second most expensive item many of us will buy, how can we reframe customer intimacy during the ever-changing agency model – and beyond? And ultimately, avoid a time-consuming, frustrating, and overly complex life event.

We partnered with changemaker to bring together experts from across the automotive industry – from OEMs, retailers, and platform providers to insurance and compliance experts, industry bodies, security experts, and designers – each with their own unique perspective on how to reframe customer intimacy.

This paper summarises the insights we developed during the event, focusing on the following ideas:

• The Why: Why is customer intimacy crucial in the era of the agency model revolution? What prompts the need for reframing?
• The What: What changes are necessary to embrace future digital engagement ecosystems and seamlessly transition to the agency model? How do technology and digital transformation play a role?
• The How: How do we turn these visions into reality?

Commentary from mobility leaders, including:

• Stephen Ryden-Lloyd, Global Head of eCommerce at Nissan
• Nicola Murphy, Lead CX Manager at Metro Bank
• Arron Bedward, Founder of Bsktpay
• Trevor Weller, Ex-Global Retail Development Director at Lotus.