Automotive CX Report Flags Flat Service Levels
A new report from Percepta and Ryan Strategic Advisory examines customer experience challenges across the automotive industry.
Updated on Nov. 4, 2026 in Auto Parts
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Percepta and Ryan Strategic Advisory released CX in the Automotive Industry, drawing on Ryan Strategic Advisory's 2026 CX Technology and Global Services Survey. The findings point to stagnant service levels and rising demand for agentic AI across automotive customer channels.
Why it matters
The report indicates that most automotive respondents see flat or declining service in both voice and nonvoice channels, while expecting greater reliance on agentic AI. For U.S. automakers, OEMs and distributors, these trends bear directly on how customer experience budgets and contact center strategies are set.
The report draws on insights from 40 strategic CX leaders within the broader 815-respondent survey, with 82% reporting flat or declining nonvoice service levels and 70% reporting the same for voice channels. Some specifics beyond these survey percentages were not detailed in the source material.
The players
Percepta
Percepta is a company that co-produced the CX in the Automotive Industry report.
Ryan Strategic Advisory
Ryan Strategic Advisory is a consulting firm that conducted the 2026 CX Technology and Global Services Survey underlying the report.
The details
The report identifies managing evolving regulatory requirements as the leading in-house contact center challenge, and more than half of respondents report flat customer experience budgets. Insights were gathered from automotive manufacturers, OEMs and distributors.
Timeline
Early 2026: The broader 815-respondent survey was conducted.
November 4, 2026: Percepta and Ryan Strategic Advisory released the report.
Roadmap
The report builds on Ryan Strategic Advisory's 2026 CX Technology and Global Services Survey to examine how automotive customer experience is evolving. Its findings on flat service levels and rising agentic AI demand highlight the sector's shift toward automated customer engagement.
Automotive buyers may notice service levels remaining flat across phone and digital support channels, according to the survey. Dealerships and distributors may increasingly rely on agentic AI tools for customer interactions.
The takeaway
Customer experience budgets are holding steady for many automotive businesses even as expectations for AI-driven service grow. Organizations planning contact center strategy may need to weigh regulatory demands against the pressure to modernize support channels.
Further reading
Explore more Auto Parts coverage for context on the industry's supply and service landscape.
Source note: This article includes information reported by The Manila times.
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