Like many industries, the automotive space has been upended in recent years. With supply chain issues, changing technology, and evolving customer preferences and priorities, the car-buying process is much different than it used to be.

Jennifer Vianello, CMO of Cars.com, says there have been so many predictions about car-buying over the last 25 years that it is challenging to make new predictions. And even with advancements in technology, most customers continue to purchase in person and do tremendous amounts of research beforehand. Buying a car is the second largest purchase most people will ever make and one most people don’t take lightly. 

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.