Dennis Ephlin
Head of Auto Industry, Innovation & Transformation
Capgemini Invent
DMM Expert Dennis Ephlin
As the Head of Auto Industry, Innovation & Transformation at Capgemini Invent, Dennis Ephlin leads the charge with Auto and Mobility clients to transform, create what's next, and deliver new revenue streams, optimized business models and value-add customer experiences.
Dennis has over thirty years of experience driving customer experience and digital transformation into market opportunity and profit realization. He has led multi-million dollar engagements in go-to-market approaches, e-commerce strategy, revenue growth, and business transformation at blue chip clients, multiple industries, and successful start-ups.
Having held various Director and VP level positions in world-class organizations including IBM, General Motors, JD Power, Wunderman/Y&R and PricewaterhouseCoopers, Dennis’ deep understanding of the industry has been developed through his three decade investment in every aspect of automotive, including having worked in a plant, a dealership, in headquarters and globally.
Dennis delivers value across CRM, E-Commerce, Strategic Planning, Product Planning, Innovation, Market Strategy, Business Planning, Digital Reinvention, Digital Transformation and Customer Experience.
Articles by Dennis
Retail is an experience, not a location
Retail is NOT a physical location. RETAIL IS AN EXPERIENCE. This statement may raise questions, prompt pushback, or lead to realizations. Retail across all industries began to shift long ago. We can credit or fault disruptors like Amazon for...
Disruption is the New Normal
Disruption. One of the buzz words lately over-used and misunderstood. The standard business definition is “radical change to an existing industry or market due to technological innovation.” I would argue is not always technological. And is...
Need Management over Lead Management
It seems like a simple concept. Take care of people’s needs first and foremost. Yet, it continuously falls short on the planning and execution when the transactional mindset and objectives take over. We spent decades instituting and enforcing...
The Coming Wave of the Electric Vehicles and the Impact on Auto Retail
We have all read and heard the recent headlines around the auto industry. Electric, electric, electric. It is coming fast and furious! Depending on the source, the forecast for future electric vehicle sales vary, but recently with all the...
Auto Retailing: Customer Experience Transformation Starts with The Basics
The Steve Jobs quote has never rung more true. There has been so much conversation of late about digital transformation, auto retail reinvention and the "new normal." I have contributed to much of it. But what does that all really mean? What...
Auto Retailers: Customer Experience Needs to Be Your Differentiator
Tom Knighton said it best, Customer Experience - the term is everywhere in business and even in society now. As with many business practice movements, the term has been misused and misrepresented. Over the past few decades, business has used...
What Will Automotive Retailing Look Like in 2030? A future perspective on the possible & probable scenarios
Slight disclaimer, I am putting forward my thoughts and perspectives on the future of automotive retailing in 2030, not based on specific research, but rather on my years in the industry, the evolutions we have seen already, and the disruptive...
This Is How Automotive Retail is Transforming
In the earliest of days, weeks, and even months for auto dealerships returning to business (open doors at the facility), we are getting some encouraging early indications of leads being a decent volume, retail sales bouncing back a bit, and...
Post Covid-19: You “Sell” Online, Now What?
Let’s start with a few recent consumer sentiment and behavior data points. Some good news, some bad news for OEMs and Auto Dealers. IBM recently conducted a consumer sentiment survey in the U.S. to assess current and future forecasted feelings...
Everything has Changed, FOREVER! The Post COVID-19 World of Automotive Retail
The world’s great philosopher Mike Tyson said it best: Well, we all just got punched in the mouth. As a business, we had plans to become more digital; we had plans to keep evolving customer experiences; we had plans to provide more technology...
The Future of Auto Retail—A Future Perspective
What will be the business model and value of dealers in the future? In order to get a perspective on the future of auto retailing, we must first be clear on the definition and elements of retailing today and going forward. “Retail” is not...