In today’s automotive landscape, the customer journey doesn’t end at the point of sale—it’s only just beginning. As vehicles become more connected and customer expectations rise, the ownership and aftersales experience has emerged as a critical, yet often under-leveraged, opportunity for automakers and dealers to drive loyalty, retention, and long-term value. Seamless Ownership & Lifecycle Optimization, powered by Publicis Sapient and Adobe Experience Cloud, is redefining how automotive brands can deliver intelligent, connected owner experiences throughout the entire vehicle lifecycle.
Historically, aftersales—encompassing maintenance, repairs, parts, and ongoing engagement—was viewed as a support function. Today, it is a strategic growth engine. The average age of vehicles on the road is rising, and the average revenue per dealership service visit has increased significantly. Yet, nearly half of customers report frustrations with their service experience, and digital engagement remains low: 50% of car owners report never interacting with their car brand, and only a small fraction use brand websites or apps. Brands that excel in orchestrating connected, cloud-powered ownership journeys are those that will maximize customer lifetime value (CLV) and build lasting brand advocacy.
Cloud and AI technologies are the enablers that make this vision possible. By providing scalable infrastructure, seamless data integration, and access to advanced analytics, the cloud allows OEMs and dealers to:
Seamless Ownership & Lifecycle Optimization (SOLO) is a solution from Publicis Sapient, powered by Adobe Experience Cloud, designed to help automotive brands maximize CLV by delivering intelligent, connected owner experiences at every touchpoint. This solution combines Publicis Sapient’s deep automotive industry expertise and strategic consulting with Adobe’s world-leading platform for delivering personalized customer experiences at scale.
The impact of cloud-driven ownership and lifecycle optimization is tangible. For example, a leading global automaker partnered with Publicis Sapient to build a unified data platform that consolidated customer and vehicle data across markets. This enabled:
Publicis Sapient’s SPEED framework—Strategy, Product, Experience, Engineering, and Data & AI—underpins every engagement, ensuring a holistic approach to transformation. As a 12+ year Adobe Platinum Solution Partner and 7x Partner of the Year, Publicis Sapient brings unparalleled expertise in Adobe Experience Cloud, delivering bespoke solutions for Fortune 500 companies. Our proven accelerators enable rapid and efficient solution deployment, leading to faster time to market, quicker ROI realization, and a competitive advantage for clients.
The automotive industry is at a pivotal crossroads. The rise of electric vehicles, the proliferation of connected services, and the demand for seamless digital engagement are fundamentally reshaping the ownership experience. Brands that invest in cloud and AI-powered solutions today will be best positioned to capture loyalty, unlock new revenue streams, and future-proof their business for the road ahead.
Seamless Ownership & Lifecycle Optimization is ideal for automotive brands using or considering Adobe Experience Cloud or seeking to enhance their ownership experience capabilities. It empowers CMOs, CIOs, aftersales leaders, and customer experience teams to deliver exceptional experiences while prioritizing data privacy and compliance.
Connect with Publicis Sapient to discover how we can help you orchestrate the next generation of ownership excellence—today and for the future of mobility.