The COVID-19 pandemic accelerated digitization in automotive retail. Online car search queries and e-commerce surged, with up to 82% growth in markets like the UK. Many customers, including older generations, now prefer to buy cars online. The shift toward omnichannel retailing requires integrating digital and physical touchpoints to create seamless customer experiences. Experts agree that while full digital sales are growing, a mix of online and offline interactions remains vital. Dealers must adapt by creating a connected ecosystem that anticipates customer needs while managing data efficiently.

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