An article for the World Leasing Yearbook 2019, authored for NETSOL Technologies, mapping how AI and fintech are rewriting the customer experience in automotive finance — and what that means for incumbents who built their franchise on switching costs.
Core Ideas
After the post-crisis recovery, auto finance is being disrupted by chatbots, virtual assistants, and predictive analytics that convert a linear sales funnel into a real-time, personalised experience. Customers abandon slow or impersonal processes; incumbents that relied on inertia now compete on speed and relevance. Digital entrants are proving the blueprint; the question for established players is how fast they can adapt.
Johannes’s Contribution
Sole author of the article (pages 56–69), writing as Global Client Partner, NETSOL Technologies. Johannes researched the competitive landscape, analysed AI adoption patterns in automotive customer service, and wrote the full piece for World Leasing Yearbook 2019 on behalf of NETSOL.
Originally published in World Leasing Yearbook 2019, pages 56–69. © World Leasing Yearbook.