How Is AI Changing the Way Customers Choose a Car? The Automotive Customer Journey in 2026
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Buying a car increasingly starts long before a visit to the showroom. Before choosing a specific brand or model, a customer may use Google, watch road tests on YouTube, read reviews and, today, also ask ChatGPT or another AI tool for a recommendation. That's when the first shortlist of cars the user will consider may take shape. See how AI is changing the automotive customer journey in 2026 and what it means for manufacturers and dealers.
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19 min.
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