The 2025 Automotive Retail & Distribution Conference in Berlin brought together some of the industry’s most forward-thinking auto manufacturers, dealers and technology companies. As a sponsor, our team had a front-row seat to two days of insight into what’s next – and why the coming years will be pivotal for the industry.
Across the two-day agenda, five major themes stood out:
1. Data-driven dealers
Presentations from manufacturer Kia and distributor Astara emphasised the strategic shift toward data-led operations. From dashboards that drive service efficiency to diagnostic tools powered by big data, it’s clear that digital transformation is seen as central to staying competitive.
Kia discussed the importance of data in improving efficiencies for the dealer and the customer. The company’s Ownership Experience Business Intelligence department is responsible for collecting, analysing and interpreting data. As a result of this focus, initiatives such as the digitisation of the service journey, including the use of big data to help with technical troubleshooting, have reduced workload by fifteen minutes per booking. Kia’s presentation also showcased how the company is tracking net promotor score (a measure of customer satisfaction) to inform its KPIs.
Astara highlighted the importance of using very granular data to optimise fleet management. The presentation also showed how improved data is important to the performance of apps in unifying customer touchpoints and reducing operational friction.
2. Customer experience as a strategic differentiator
“Customer centricity” wasn’t just a buzzword – it was a recurring commitment. Companies like Toyota and Lucid Motors put significant weight on personalisation, transparency and seamless digital-to-physical journeys.
Toyota spotlighted the need to streamline the supply chain to improve the customer experience. The presentation explained how digitisation, employee empowerment and the concept of Kaizen are used to drive improvements. The company’s Digital Quality Circle initiative has eliminated approximately 1,200 days of workload each year since 2023.
Lucid Motors referenced a survey of thirteen industries, in which the auto industry ranked 9th/11th in customer experience. It is estimated that poor customer experience equates to a $145m to $200m loss annually for mid-size brands. Because 79% of customers begin their electric vehicle journey online, Lucid’s approach to electric vehicle retail hinges on combining online tools such as cost calculators and range maps with improved staff training at the dealer.
3. Partnerships and ecosystems
A new wave of collaboration is underway between manufacturers, dealers and technology providers. Several presentations underscored the importance of building flexible partnerships that can scale across markets and services.
Porsche outlined the need to balance digital and dealer strategies to integrate marketing and sales activity. The company is also keen to build their dealer network’s resilience in preparation for shifting market demands.
4. Recurring revenue models
Multiple sessions explored the shift from one-time car sales to continuous value models. This includes service bundles and car subscription offerings. The conference forecasted a blended future where ownership, leasing and short-term access models coexist seamlessly.
Allane Mobility Group discussed the barriers to car ownership among Generation Z, with 31% of Gen Z agreeing that “the costs are too expensive for me”. Allane reported that flexible mobility subscriptions are gaining traction among this younger demographic, particularly in urban areas.
5. Operational efficiency
Reducing overhead and streamlining operations were also key talking points. From smarter aftersales processes to tighter integration across retail systems, the message was clear: efficiency is king.
Technology providers such as ETL presented tools that aligned dealer sites more closely with HQ, consolidated inventory data and automated production workflows. Efficiency isn’t just about cutting costs – it’s about smart, scalable systems. For instance, ETL’s demos showed solutions that provide KPI-driven dealer network audits and unify data from dealer management systems. In a tightening market, such streamlining isn’t optional – it’s a competitive edge.
Wrapping up
The conference highlighted a pivotal truth: the winners in tomorrow’s automotive retail won’t just sell cars. They’ll deliver seamless data-powered customer journeys. Whether it’s digital diagnostics or EV-first service design, the pace of change is accelerating – and the most agile players are already seizing the advantage.
Looking for more conferences to attend in 2025? Check out our comprehensive list here.
