What’s The Real Story?

Once upon a time, the phrase “seamless buying” was used exclusively when talking about Millennials. Today, that expectation is shared universally.

The latest Urban Science research shows omni-channel demand cutting across all age groups. Gen Z may still prize smartphone connectivity, but Boomers and Gen X are just as eager for simplicity in browsing, arranging test drives, or sorting finance. The difference is no longer age-related; it’s experience-related.

Our Experiences

At Ebbon Intelligence, we’ve seen this demand in the field. Shoppers of all ages now expect dealerships to integrate smoothly with digital. They want online stock browsing that translates into in-person availability, finance that can be initiated at home then finalised on site, and sales conversations that don’t force them to repeat themselves.

The result is that “omni-channel” is no longer an optional extra. It’s the baseline. A failure to provide frictionless integration risks losing customers across every demographic, not just the younger ones.

So, what does this mean for dealerships and OEMs? It means investments in connected systems, user-friendly platforms, and hybrid service models that support digital and physical equally. The future isn’t about choosing one or the other, it’s about meeting customers wherever they are and making the transition between touchpoints invisible.

As Steve Larkin, MD of Ebbon Intelligence, puts it: preference for convenience is no longer tied to generation. It’s tied to being a customer.