Cars are smarter than ever. AI diagnostics. Remote support. Predictive maintenance.

But what happens when technology reaches its limits?

In this episode, we go behind the scenes of modern automotive service to explore the elite field service engineers known as the “flying doctors.” These specialists step in when even the most advanced systems — and the best dealer technicians — can’t solve the problem.

We break down:

• Why AI can’t replace human intuition
• How high-escalation cases impact customer satisfaction and brand trust
• The unique role these experts play between dealers, manufacturers, and quality teams
• How every complex case becomes knowledge for the entire service network

Supported by OEMs and partners like MSX International, these engineers don’t just fix cars — they protect brand reputation, mentor technicians, and shape the future of automotive service.

Key takeaway:
The future of automotive service isn’t just about smarter tools. It’s about smarter people using them.

Because in a world driven by technology, the human factor still makes the real difference.

The old "sell and forget" model is officially dead. In a world of software-defined vehicles and EVs, if you aren't constantly engaging with your customer, you are losing them.

In this episode of the MSX Podcast, we explore why the vehicle is no longer just a machine—it’s an ecosystem. We break down the Architecture of Engagement and the four strategic pillars that define the modern automotive relationship:

• Value Enhancement: Closing the "complexity gap" so customers actually know how to use the tech they paid for.
• Seamless Experience: Why "no redirects" is the gold standard for building trust in a digital world.
• Proactive Renewal: Using telematics and data to start the next conversation months before a lease expires.
• Real Personalization: Moving beyond "First Name" email tags to orchestrating journeys based on how a driver actually lives.

Join us as we discuss how leading OEMs and dealer networks—supported by MSX International—are using AI and data not to replace the human touch, but to enable it at scale.

Key Takeaway: The handover isn't the end of the sale; it’s the start of a multi-year journey.

Connect with MSX:
Ready to turn your product into a relationship? Visit our website to learn how we help global automotive brands master the art of customer engagement.

We live in an era where cars can practically drive themselves—so why is getting a repair done right the first time still such a challenge?

In this episode of the MSX Podcast, we explore the "Repair Experience Gap" and a staggering industry truth: one bad service experience can cause a third of customers to abandon their favorite car brand forever. It’s the ultimate test of a relationship—not the honeymoon phase of the sale, but how the brand handles the "tough times" in the workshop.

We dive deep into:

• The Emotional Component: Why customers arrive at the dealership already stressed, and how brands often miss the human element.
• The "Death by a Thousand Cuts": How inconsistent diagnostics and repeat repairs act as the ultimate trust-killers.
• Data vs. Action: Why having massive amounts of warranty data doesn't matter if you don't have a targeted plan for dealer support.
• The True Cost of Failure: From warranty waste to "word-of-mouth on steroids" via social media reviews.

Whether you are an OEM or a dealer principal, discover why the future of loyalty isn't built in the showroom—it’s built in the service lane.

Key Takeaway: Don't let the customer be the one performing your quality control.

Connect with MSX:
Learn how MSX International helps global brands strengthen service performance and repair quality to turn moments of frustration into moments of loyalty.

Are you running a Formula One car with square wheels?

In this episode of the MSX Podcast, we dive into a staggering industry reality: car dealers are losing 50% of their potential sales simply because their digital tools don't talk to each other. We break down why investing in the latest tech often leads to dropping conversion rates when systems remain fragmented.

Join us as we explore the three fundamental pillars of next-generation automotive retail:

• Unified Customer Journeys: Creating a "central nervous system" that recognizes your customers across every touchpoint.
• Intelligent Automation: How AI voice agents and 24/7 booking handle the routine so your team can focus on building trust.
• Data-Driven Personalization: Using "digital fingerprints" to anticipate needs, much like a Netflix recommendation engine for car buying.

Discover how the most successful dealers are finding the "sweet spot" between high-tech and high-touch to double their conversion rates and future-proof their business.

Key Takeaway: It’s not about having the latest tools—it’s about making them work together.

Connect with MSX:
If you're looking to move from reactive to intelligent retail, visit our website or reach out to the team for real-world insights.

Servicing vehicles in an EV era: How US dealers can meet customer needs
Electric vehicle (EV) sales are rising rapidly across the globe, but in the US, where the traditional dealership forms a crucial part of the country’s social framework, the rise in EV adoption is leading to some unique challenges for dealers and their service departments.

Factors such as technology improvements and improved information for consumers are helping to eradicate adoption barriers such as range anxiety and battery performance. For consumers, the benefits of lower maintenance costs are also fueling the rapid rise in EV sales in the US.

But the introduction of EVs into dealership service centers brings new challenges. OEMs and their dealer networks must invest in new equipment, and train or employ specialist EV technicians to use it. And the reduction in maintenance requirements for EVs compared with ICE vehicles means businesses see their customers less often and need to find innovative solutions to keep drivers loyal to the dealer and the brand.

Across the country, some of the more successful dealerships are driving customer engagement in new ways, such as by educating EV drivers on the specific needs of their vehicles, or by delivering more targeted, customer-focused services in the most convenient way possible.

In this podcast, Mike Bowe, Director, Aftermarket Sales and Service Operations, MSX, invites speakers Jorge Rodriguez, Parts and Service Director, Capitol Chevrolet; Ken Stewart, CEO, Bright Road; and Morgan Sutter, Electric Vehicle Specialist, MSX, to discuss brand loyalty in an EV era, and how US dealers can offer the knowledge, convenience, and customer experience that consumers demand.

EVs contain just a tiny fraction of the moving parts of traditional car engines. So, what does this mean for automotive businesses who rely heavily on parts and service to generate profit?

To find out, listen to our MSX Podcast, ‘EVs and aftersales: Building opportunities and recovering revenue’, in which host Jayesh Jagasia, Executive Director at MSX is joined by Mark Pickles, UK Parts and Service Director at Stellantis; Daglef Seeck, Aftersales Director, DACH, at MG Motor; and Felix Serrano, Regional Vice President, Europe at MSX; to share their insight.

What are the trends and alternative mobility solutions transforming the automotive industry? And how are customer expectations influencing global markets in this digital era? To find out, listen to MSX experts discuss these topics and more in our latest podcast

The automotive sector has witnessed a meteoric rise in the number of EV sales in the last 12 months. While this is a positive transformation, OEMs continue to face multiple challenges as they race to adapt their operational, retail and aftersales models.

The future of EVs is certain. Their development supports a necessary reduction in CO2 emissions worldwide, providing clean alternatives to internal combustion engines (ICE). Batteries are becoming cheaper and have a longer lifespan, and infrastructure is continually improving. For the consumer, they are less expensive to run and maintain, and attractive new models are released regularly, making EVs highly desirable in today’s market.

But while sales have accelerated, there are still challenges to overcome. Purchase prices are dropping, but EVs still remain more costly to buy and set up than ICE alternatives. Range anxiety can be off-putting for consumers, especially in rural areas where there are fewer charging stations. And traditional automotive companies must invest heavily in the adjustments needed to support a fully electric future.

In our latest MSX Live webcast, MSX experts Jayesh Jagasia, Retail Performance SME , and Andrea Sorrenti, Vice President, Americas, will be joined by Luca Fontanelli, Chief Executive Officer of E-GAP – a mobile charging services provider for EVs. They will discuss the common misconceptions surrounding EVs and additional topics such as charging infrastructure, the ability of electricity companies to support the EV load, and concepts such as vehicle-to-grid (V2G) technology.