Post by Robert Herzberg

🚗 Exciting times for AI in Auto Aftersales! Yesterday, I had the pleasure of speaking at the Nextlane Innovation Summit — a fantastic event bringing together innovators shaping the future of automotive retail. A huge thank you to Nextlane for the invitation and especially to Hartmut Wagner for hosting such an inspiring and forward-looking day. In my keynote on AI in Auto Sales & Service, I shared how (Gen)AI and Agentic AI are transforming every step of the customer journey — from first touchpoint to aftersales. 🔹 Customers’ expectations are changing fast: half of today’s car buyers are dissatisfied with the purchasing process. 🔹 AI is becoming the new “trusted advisor” — helping customers research, configure, and even purchase cars directly through conversational platforms. 🔹 The opportunity for OEMs and dealers: integrate AI across marketing, sales, and aftersales to enable personalization, automate complex processes, and unlock new value at scale. 🔹 And most importantly — success depends 70% on people and processes, not just technology: leadership, skills, and operating model transformation are key to turning AI into real business impact. Thanks again to the Nextlane team for an excellent summit and to all participants for the engaging discussions about how we can make AI work for the entire mobility ecosystem. Looking forward continuing the discussions together with my friend Christoph Heuser. #Nextlane #InnovationSummit #BCG #AI #Automotive #Mobility #AgenticAI #Leadership #DigitalTransformation #CustomerExperience