Driving new experiences

The concept of what a car is for is drastically changing. The convergence of four megatrends electrification, autonomous driving, connectivity and the sharing economy is revolutionizing today’s automotive businesses. Each one of these trends is powerful on its own, but the combination of all four is profoundly disruptive and creating the need for change.

Today, OEMs dominate the auto business with very high barriers to entry: They engineer, build and sell mechanical vehicles, leveraging their mass production prowess and extensive distribution networks.

But the game is changing—new players with customer-centric business models are entering the automotive space. Customers’ mobility needs and expectations, shaped by experiences in other industries, are soaring.

Automotive players still are in a good starting position to win the customer, but they must act now, reinventing themselves in 3 key dimensions: agility to compete, customer-centricity and new business models.

Automotive Innovation Lab

The automotive sector is experiencing the greatest revolution in its history: electrification, digitization, new urban mobility, e-commerce, post-Covid consumer behavior, and more. To address these industry challenges, Accenture Interactive, Atresmedia, Automobile Barcelona, Droga5, Google, Grupo Antolín, IESE, RACC, SEATS.A. and Shackleton have launched the Automotive Innovation Lab (AIL).

AIL, based in Barcelona, Spain, is a collaborative space for research, reflection, debate and analysis on the automotive sector. It is committed to bringing together some of the most innovative companies interested in the future of the automotive industry to face the challenges of coming years and to understand what the relationship between people and cars will be like.

The AIL's first action was to conduct large-scale research to analyze the impact of the pandemic on what Europeans feel, think and do about cars and their mobility. This study, led by Fjord, consists of 2,000 interviews in Germany, Spain, France, Italy and the United Kingdom, along with a qualitative phase with in-depth interviews.

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What do digital drivers want?

Strict emissions standards and the digitization of automobiles are raising major questions among automotive original equipment manufacturers (OEMs). What does this mean for the future of customer preferences? Does the alternative engine transition overwhelm customers? How do the sustainability mindset and vehicle connectivity transform customer expectations toward the sales and aftersales processes? Are purchase barriers becoming bigger for customers, as vehicles turn more and more into their own data centers with growing functionalities and complexity? And, importantly, what challenges do these customer expectations create for OEMs?

Stay tuned as we explore these factors and what they mean for the mobility industry. Our study, launching later this year, will look at customer expectations and preferences in light of burgeoning alternative engine types and the ever-increasing digitization of mobility. The study will capture insights for sales and aftersales in Europe, China and the US.

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What we do

We help the automotive industry transform to win tomorrow’s customer in 3 key areas: agility to compete, customer-centricity and new business models.

Industry X

Agility to Compete: Drive efficiencies in core product value chain: engineering, manufacturing and aftersales.

Intelligent functions

Agility to Compete: Streamline support functions (HR, IT, Finance) with Robotic Process Automation (RPA) and Artificial Intelligence (AI).

The new IT

Agility to Compete: Accelerate speed to market with the New IT architecture and operating model.

Living marketing

Customer Centricity: Manage digital content across functions to increase effectiveness, reduce time to market, while reducing related costs.

The new automotive dealer: Designed for me

Customer Centricity: Transform the in-store dealer experience—for sales and service—to a dealer of the future.

Future distribution models

Customer Centricity: Prepare for more disruptive changes in the future car distribution model.

Accenture Mobility X

New Business Models: A new market space generated by new technology and user needs. End-to-end services targeting consumers desire for mobility.

Autonomous, electric and connected

New Business Models: Provide new functions requiring new business and engineering capabilities.

Digitally enabled services: Mobility and beyond

New Business Models: Move from product to service with a Wise Pivot, launching services in the mobility space and beyond.

Monetize data from cars to customers

New Business Models: Transform the company into a data-driven business, extracting value from insights.

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Case studies

ŠKODA AUTO drives innovation to become a leading customer-oriented mobility services company.

Learn how we helped CNH Industrial with their application maintenance services transformation.

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Learn more about Accenture Automotive in the news.

The Circular Economy Can Help Reduce Vehicle Lifetime Emissions by up to 75% by 2030, according to Accenture and the World Economic Forum

The automotive industry must take swift action now to decarbonize and prepare for increased mobility demands.

CNH Industrial, Accenture and Microsoft Collaborate to Develop Connected Industrial Vehicles

Five-year agreement involves the creation of a global digital hubs network to support CNH Industrial in enhancing its digital capabilities.

Accenture to acquire ESR Labs to help automotive companies drive greater value from software

ESR Labs will bring additional scale to Accenture’s focus on smart connected solutions and mobility services.

Mobility services will force auto manufacturers to reconsider future value of car ownership

The report “Mobility Services: The Customer Perspective,” looks at the key challenges for car manufacturers now and in the future in relation to the rise in mobility services.

Accenture, Faurecia and Affectiva team-up to develop the car cabin of the future

Accenture, Faurecia and Affectiva are collaborating to innovate driver safety and in-car infotainment for occupants.

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