Capgemini has identified four key areas of focus to accelerate the path to a future characterized by self-driving cars:
Posted: Thu Jul 10, 2025 5:57 am
It's clear that consumers expect a future of self-driving cars, but other factors, such as cultural and geographic ones, must be taken into account, which increase expectations for these types of vehicles. Capgemini has identified two groups that show particularly positive sentiment towards self-driving cars: Chinese consumers and Millennials .
However, despite increased positive sentiment, anticipation, and consumer excitement, barriers to implementation remain, with respondents stating that purchasing or using a self-driving car depends on the safety of the vehicle and its systems.
Domenico Cipollone, Automotive Director, Capgemini Business Unit Italy , said: “ Our report highlights a high level of optimism and enthusiasm among potential users of autonomous vehicles. Until now, most discussions have focused primarily on the technological evolution of driverless cars, so it is extremely encouraging to see that future passengers are also waking up to the potential benefits this technology brings. Customer expectations for in-car experiences will impact not only the automotive industry, but also other sectors such as media and entertainment, retail, and healthcare, supporting a dramatic increase in collaborative business opportunities .”
Keeping the customer informed: From the consumer's perspective, the car is no longer a simple means of transportation but is beginning to take on characteristics almost similar buy bulk sms service to those of a personal assistant. This shift in perception places a significant burden of responsibility on the automaker, which must communicate the vehicle's capabilities with complete transparency.
Understanding and reassuring: The study showed that consumers have a clear vision of the experience they expect from a self-driving car. Therefore, automakers should understand consumer expectations and integrate them into the design process itself, investing in vehicle safety features and carefully communicating them.
Building a service ecosystem: Expectations about the potential of self-driving cars highlight the clear need for automakers to expand their offerings for consumers. Consumers expect a wide range of in-car experiences, including entertainment, work, and health and wellness services. Creating these experiences and converting them into business opportunities will drive automakers to collaborate with a new set of technology, content, and retail players to create an entire service ecosystem.
Invest in software: Given the industrialization and rapid transformation of the industry, automotive manufacturers need to integrate autonomous vehicles into their corporate strategy across all divisions. This can only be achieved through developing software skills, which requires workforce training and developing new partnerships to ensure mastery of the digital world across various company functions.
However, despite increased positive sentiment, anticipation, and consumer excitement, barriers to implementation remain, with respondents stating that purchasing or using a self-driving car depends on the safety of the vehicle and its systems.
Domenico Cipollone, Automotive Director, Capgemini Business Unit Italy , said: “ Our report highlights a high level of optimism and enthusiasm among potential users of autonomous vehicles. Until now, most discussions have focused primarily on the technological evolution of driverless cars, so it is extremely encouraging to see that future passengers are also waking up to the potential benefits this technology brings. Customer expectations for in-car experiences will impact not only the automotive industry, but also other sectors such as media and entertainment, retail, and healthcare, supporting a dramatic increase in collaborative business opportunities .”
Keeping the customer informed: From the consumer's perspective, the car is no longer a simple means of transportation but is beginning to take on characteristics almost similar buy bulk sms service to those of a personal assistant. This shift in perception places a significant burden of responsibility on the automaker, which must communicate the vehicle's capabilities with complete transparency.
Understanding and reassuring: The study showed that consumers have a clear vision of the experience they expect from a self-driving car. Therefore, automakers should understand consumer expectations and integrate them into the design process itself, investing in vehicle safety features and carefully communicating them.
Building a service ecosystem: Expectations about the potential of self-driving cars highlight the clear need for automakers to expand their offerings for consumers. Consumers expect a wide range of in-car experiences, including entertainment, work, and health and wellness services. Creating these experiences and converting them into business opportunities will drive automakers to collaborate with a new set of technology, content, and retail players to create an entire service ecosystem.
Invest in software: Given the industrialization and rapid transformation of the industry, automotive manufacturers need to integrate autonomous vehicles into their corporate strategy across all divisions. This can only be achieved through developing software skills, which requires workforce training and developing new partnerships to ensure mastery of the digital world across various company functions.