Hershel Eason reflects on the disconnect between flash and function in today’s CX landscape—and what it really takes to future-proof your tech stack.

Ask any CX leader what they’re focused on in 2025, and “proactive customer experience” will likely top the list. But in our work across OEM, EV, and fleet programs, one thing is clear: most brands are still wrestling with what proactive really means — and what it takes to get it right.

EV charging is no longer just about installing stations—it’s about delivering experiences. And as more drivers plug in, the bar for infrastructure, support, and service keeps rising.

Victoria Brooker, Percepta's Global Instructional Design Manager for Launches and Initiatives and a former customer service advisor, shares how her team reimagined agent onboarding from the ground up.

Whether you run a national dealership group such as AutoNation, Lithia or Sonic Automotive, or a single family-owned store in your hometown, the reality you face is the same. Service advisors are buried in daily tasks interrupted by the current customer in their face.

By reskilling trainers as facilitators, we built a scalable, sustainable approach to learning that keeps pace with the speed of business change.

The electric vehicle (EV) revolution isn’t won — it’s still auditioning. Most Americans haven’t bought an EV. Brand loyalty? Still up for grabs.

EVs have never been more accessible—if you know where to look.

Robust contact center operations and an amplified focus on the customer experience are vital.