Driving CX Forward with Honda: The Future of CX Transformation in the Auto Industry

Using customer insights, Honda spearheaded a massive change in legacy dealership models, turning toward a brand-new customer-centric method for selling its cars.

Through the typical customer journey of buying a car—from pre-purchase, purchase to post-purchase—the full experience often didn’t bring a lot of joy to customers. Honda was determined to change that using customer feedback to fuel the transformation. Honda’s solution to changing this and adapting to an increasingly competitive market was to design an experience that was customer-centric from end to end.