Carla emphasised a significant shift towards a 'one-stop-shop' model, driven by the preferences of time-starved, data-savvy customers who increasingly demand convenience, diversity, trust and transparency.

She highlighted that customer data clearly indicates a strong inclination towards a seamless purchasing experience, where trust in their investment and transparency regarding vehicle integrity are paramount. She articulated that the industry is actively evolving to meet these demands, envisioning a future where online car shopping mirrors the safety, speed and efficiency of e-commerce platforms like Checkers 60/60 for groceries.

Despite the growing capability for the online initiation of purchases, Carla stressed the enduring importance of physical dealerships, particularly for pre-owned vehicles where customers still need to inspect the vehicles.

This underscores a vital role for dealers in providing a tangible touchpoint in the customer journey. Furthermore, processes like Natis verification and engine testing, supported by all other credible reports, will become even more critical in building complete customer trust. This type of integration cannot be achieved in isolation. It needs even deeper collaboration and this is where platforms like Cars.co.za DealerCon 2025 become even more important.

According to her, the ideal customer journey is consistently underpinned by trust and transparency. She advocated for multi-sector collaboration as the catalyst for the necessary shifts to keep the industry relevant in a rapidly changing customer environment. While individual players strive for differentiation, Carla noted that the industry faces common challenges, necessitating a collective effort to transform into an end-to-end mobility machine capable of driving the country forward.