CitNOW Launches “Time to Shift Gears 2025” Report: Rethinking Customer Experience in Automotive Retail

CitNOW, part of CitNOW Group, has today released its latest industry report, Time to Shift Gears 2025, offering a timely and data-driven perspective on the evolving landscape of automotive retail. The report highlights the urgent need for retailers to simplify their technology ecosystems and unlock the full potential of customer and vehicle data to deliver a truly connected customer experience.

Based on in-depth research with automotive decision-makers across the UK and Europe, the report reveals a sector ready for change — but held back by fragmented systems and underutilised data.

Key insights from the report include:

• 100% of respondents agree that unified customer and vehicle data would significantly enhance revenue growth
• 88% of retailers are seeking to reduce the number of technology systems they use
• Only 41% are very satisfied with their current CRM platforms
• Just 26% believe they are extracting excellent value from their customer data.

The Time to Shift Gears 2025 report is part of CitNOW Group’s vision and commitment to helping retailers create a connected ecosystem that enhances every stage of the customer journey. From sales to aftersales, the report outlines how a more unified approach to data and technology can drive operational efficiency, customer satisfaction, and long-term loyalty.