Our Agenda

DAY 1
DAY 2
DAY 3

DAY 1 – TUESDAY, JUNE 14

CX STRATEGY & RETAIL INNOVATION I DATA ANALYTICS & AI

8:00-8:45am Continental Breakfast

8:45am Opening Remarks

8:45-9:30am

Using Employee Experience To Fuel Customer Experience

Chris Saraceno, VP & Partner for Kelly Automotive Group will discuss leadership solutions to use one’s skills, and knowledge to influence and guide your team to flourish. This full lifestyle process utilizes axiology to hire team members and incorporates lifecycle processes and culture into daily routines that can be attributed to team members that deliver consistent and extraordinarily high-quality service in their respective positions.

The principles set forth are considered the foundation for their business and are administered through four Kelly College locations. Chris is also the best-selling author of Theory of 5 which shows you how to Discover the Secrets of the World’s Happiest, Most Prosperous People.

Chris Saraceno, Vice President & Partner – Kelly Automotive Group

9:30-10:00am

Newfound Innovations and Possibilities with Collaboration Technologies

Since the pandemic, Webex has added over 1000 innovations to advance and enhance its smart capabilities. Automakers like Ford and McLaren Racing have been leveraging the smart features to collaborate, boost engagement and productivity, but also level the playing field globally. These meeting features include real-time language translations, automatic background noise removal, and gesture recognition to name a few. With innovation top of mind for both companies, they’re partnering with Webex on next-gen projects like immersive vehicle experiences to holograms to design their cars. Webex’s CMO Aruna Ravichandran will walk through these partnerships and the innovative projects being worked on to reimagine collaborative technologies for automakers.

Aruna Ravichandran, Chief Marketing Officer – Webex by Cisco

10:00-10:45am

The Metaverse: Accelerating Automotive Into the Future

In this session we’ll explore what the Metaverse is and how Automotive brands can utilize virtual experiences to accelerate their businesses into the future. Meta will share a vision for Automotive in the Metaverse, the business opportunities that exist today, and how to start building for the future. Topics include bringing the car shopping and aftermarket experience to life with Augmented and Virtual reality, examples of how Automotive companies are already using these technologies today, and inspiration for what’s possible in the future.

Join us after the session in the tech expo where Meta techs will be onsite to offer Meta Quest 2 headset test drives offering full immersive experiences with 3D positional audio, hand tracking and haptic feedback. 

Katie Benesch, Automotive Digital Retail Lead – Meta

10:45-11:15am Networking Break

11:15-12:00pm  

The Future of CX and the Digital Consumer

Companies of all shapes and sizes have invested considerably in technologies to help them understand their customers better and more in depth with the aim of providing a superior customer experience. However, as industries strive to form a more complete picture of customer preferences and behaviors, they continue to rely on decaying survey-based measurement tools that for years have formed the foundation of CX efforts.

In today’s digital world, leading automotive brands are taking advantage of the wealth of consumer data being generated, captured and available to them. With the right technologies, unstructured data can now be monitored, tracked, and measured to identify CX issues and opportunities in real time, which can help brands better understand their customer interactions and preempt issues in the customer journey.

George Dubinsky, National Owner Loyalty Manager (former) – Subaru

Ali Fawaz, Managing Director, Head of Global Automotive Strategy - Reputation

David Lantz – Director of Marketing – The Niello Company

12:00-12:30pm

Staying Ahead of the Curve: New Consumer Behaviors, Innovative
Technologies and Disruptors

Anthony Montiero, Chief Revenue Officer – Draiver

12:30-1:30pm Networking Lunch

1:30-2:00pm

How Immersive Digital Experiences Will Drive the Future of Automotive CX

Understanding the value that immersive experiences can bring to a brand or product’s story will be key to delivery great customer experience in the future. However, with a vast content landscape, limitless applications and rapidly changing technology enablers, it is hard to keep up. Neerav will discuss how Automakers can leverage the latest advancements in 3D/ AR / VR to redefine all aspects of their business and end customer experience, from Product Design & Development, Connected Manufacturing, Virtual Showrooming & Retailing, the In-Vehicle experience and even Vehicle Service.

2:00-2:30pm

Reddit: Car Culture X Community. Harnessing the Power of Meaningful Engagement

Reddit is the home to some of the most engaged and passionate communities around the world. The experience on Reddit allows users to be more intentional as they seek and share information in a purposeful way creating a deeper emotional connection with one another. 

At Reddit, our thousands of auto and lifestyle communities are filled with passionate and knowledgeable auto enthusiasts who are confident and ready to make buying decisions. Brands can play an important role in educating consumers while they are in the consideration phase of their journey to ensure they make a well-informed choice. In this session, Reddit’s Head of Automotive Industry, Carrie Steele will discuss how Reddit provides a great opportunity for brands to tap into the car-buying journey, harness the power of community and create passionate brand advocates. 

Carrie Steele, Head of Automotive Partnerships – Reddit

2:30-3:00pm

Staying Ahead of the Curve: New Consumer Behaviors, Innovative Technologies, and Disruptors

Chip Perry, CEO & President – A2Z SYNC 

3:00-3:30pm Networking Break

3:30-4:15pm

New Dealerships & New Brand Investments Attracting New Customers, New CX Scores and New Revenue Sources

Samantha Woulfe, Marketing & Digital Experience Director for Warren Henry Auto Group discusses how they have bet big on their future, having constructed a future proof $120 million car dealership that is not only refining the luxury CX buying experience but also providing connections to new customers and new business opportunities.

Samantha Woulfe, Marketing & Digital Experience Director – Warren Henry Auto Group

4:15-5:30pm

Driving CX Transformation in the Truck Industry

While the Automotive industry is already in process of adopting CX strategies, Truck players are visualized as heavy and slow moving on transformation journeys. For an organization like PACCAR, where business touches almost all aspects of the Truck owner – finance – leasing – parts – servicing experience, constant engagement & best experience is extremely important. It is far more important for competitive finance/leasing industry where ‘69% of customers leave due to poor service rather than poor products’.

In this session, you will hear from Satish Iyer about the PACCAR Finance Transformation journey and applied strategies for adopting CX across the value chain. You will also learn from Vinay Joshi (AVP Client Services, Infosys) about re-imagined customer end-to-end journeys and value based accelerated transformation delivery.

5:30-6:45pm Networking Reception

6:45-8:15pm Speaker Dinner

DAY 2 – WEDNESDAY, JUNE 15

CX STRATEGY & RETAIL INNOVATION | DATA ANALYTICS & AI | AFTERSALES & AFTERCARE

8:00-8:45am Continental Breakfast

8:45am Opening Remarks

8:45-9:15am

Technology At Its Best: The evolution of online gaming and the future of Automotive CX

As the integration of entertainment into technology has increased; Online games continue to be a robust and profitable business across industries vertical. It has massive revenues and a growing market. Long dismissed as an artifact of childhood, video games have been revolutionizing the way that people interact with worlds – both physical and digital. From next-generation configurators to new metaverse-powered  business models, discover why your next customer– who was born a gamer – will demand mobility.

Aswin Mannepalli, Global Director Strategy and Marketing Automotive & Manufacturing – Sitecore

9:15-10:00am Panel Discussion

Harnessing The Power of CDPs To Nurture A Customer First Philosophy That Drives Profitability and Loyalty

Better customer experience starts with brands knowing their customers better and engaging them in ways that build trust and loyalty.  Data about people can help auto brands better understand who their customers are and what influences their buying decisions but managing and making sense of customer data and using it in ways that are ethical can be complex, overwhelming and lead to missed opportunity.

Customer Data Platforms (CDPs) offer automotive brands the opportunity to build modern marketing platforms where customer identity serves as a foundation on which automakers and dealers can build strong first-party identity solutions while also regaining control of marketing decisions related to targeting, media spend and attribution.

Listen to this panel discussion hosted and moderated by Acxiom featuring executives representing automakers, automotive dealers and other industry experts.

John Campos, Group Vice President Automotive – Acxiom

Steve Schmith, Director, Automotive Strategy – Acxiom

10:00-10:45am

Servco’s Data Journey: Developing Foundations for the Next 100 Years

Servco Pacific Inc. is Hawaii’s largest privately held company with operations in the United States and Australia. In addition to its automotive businesses, Servco is an active investor in venture and growth capital. Like many companies over 100 years old, Servco’s various businesses and platforms matured in a non-data native era, creating data silos and lack of customer understanding throughout its platform ecosystem. Tausif Islam, Servco’s Director of Data Visualization and Analytics will discuss Servco’s quest to understand customer interactions across their various applications and platforms.  He will detail their path to customer centric analytics through the following steps with the end goal to drive better email targeting and overall CX:

  • Initial assessment and evaluation
  • Launching a successful proof of concept
  • Receiving buy-in from business stakeholders
  • Developing an operational roadmap
  • Data democratization and education
  • Building on the foundational work
  • Optimizing data use

Tausif Islam, Director of Data Visualization and Analytics – Servco Pacific

10:45-11:15am Networking Break

11:15-11:45am

Buy, Finance and Drive On

Byrider is America’s largest buy here pay here dealership network and has sold more than 1.2 million cars at more than 150 locations across the country.

In this session Lewis along with Atul will detail how Byrider has successfully leveraged
the Complete Shopper Journey for an end-to-end experience for both customer and salesperson. By utilizing rich analytics, customer data platform, and a data management platform Byrider has been able to enable actionable insights to drive a great customer experience while also increasing sales.

Lewis Scott, Director of Marketing – Digital & Field Performance – Byrider

 

Atul Patel, Co-Founder & CEO – Orbee

Atul Patel, Co-Founder & CEO – Orbee

11:45-12:15pm Panel Discussion

 

Atul Patel, Co-Founder & CEO – Orbee

Atul Patel, Co-Founder & CEO – Orbee

12:15-12:45pm

The Evolution of Conversational Commerce

With 94% of consumers now preferring text as the number one-way businesses communicate, it’s time to look beyond the simple act of sending a message and to the evolution of video and conversational commerce. Tomorrow’s communication tools will be asynchronous and fit the needs of each individual customer. They will be able to tell the dealership not only when the customer is opening a text, but how many minutes they spend watching a video, when they jump to the website, and how that customer converts. Smart texting represents key data points at the bottom of the funnel and forward-thinking managers are using this information today to create transactional interactions with customers all along the lifecycle. Joe Shaker, owner of Shaker Auto Group, will discuss the future of smart texting and how the data that powers it will ultimately affect the customer experience and profits of the store.

Joe Shaker, Principal Owner – Shaker Auto Group and CEO | Co-Founder – TruVideo

End of CX Strategy & Retail Innovation & Data Analytics & AI Summits

Aftersales & Aftercare Summit Continues 

AFTERSALES & AFTERCARE

12:45-1:45pm Networking Lunch

1:45 Opening Remarks

Chairman: Tom Calloway, President – A2CX Mgmt

1:45-2:30pm 

Nissan’s Aftersales eCommerce Approach: Enhancing Online Success and Service Lane Benefits

Megan Gaddis, Head of Aftersales eCommerce for Nissan North America walks through the journey to completely overhaul their online strategy, and how they are using online sales to drive service lane results.

Megan will cover:

  • Nissan’s approach to relaunching their Aftersales eCommerce platform
  • Benefits gained through enhancing the platform
  • Ability to find new customers and steps to transition them to loyal service lane customers

Megan Gaddis, Manager Aftersales Marketing Technologies – Nissan North America

2:30-3:00pm 

Staying Ahead of the Curve: New Consumer Behaviors, Innovative Technologies, and Disruptors 

3:00-3:30pm Networking Break

3:30-4:15pm

Partners In Crime To Move Beyond Oil Changes

David Lantz, Director of Marketing and Tully Williams, Fixed Operations Director are teamed up at the Niello Company to create better customers by changing the way they market their Fixed Ops service through digital customer experiences.  They will share some ways they are working together to increase their service department value and build trust with their customers before they arrive.  These new communication methods set the stage for a less transactional, elevated experience customers expect while in the drives with the ultimate goal to fuel F&I growth.  The Niello Company celebrates their 100-year anniversary this year!

David Lantz, Director of Marketing – The Niello Company

Tully Williams, Fixed Operations Director – The Niello Company

4:15-4:45pm

Navigating the Complexities of a Digital Fixed-Ops Program and Deliver An Online Branded Experience To Your Customers

4:45-5:30pm Panel Discussion

Using Your Data To Identify, Segment and Market To Your Top-Value Customers

Tausif Islam, Director of Data Visualization and Analytics – Servco Pacific

5:30-6:30pm Networking Reception

DAY 3 – THURSDAY, JUNE 16

AFTERSALES & AFTERCARE SUMMIT

8:00-8:45am Continental Breakfast

8:45am Opening Remarks

Chairman: Tom Calloway, President – A2CX Mgmt

8:45-9:30am

The New BDC: Best Practices to Capture and Upsell Service Business

Like almost everything else over the last two years, the way a dealership runs its BDCs has been dramatically altered by the effects of the pandemic, inventory shortages, and digital retailing.  While it used to be enough to just think of this hub as a “call center”, forward-thinking General Managers are now empowering the BDC agents themselves to take the customer through the complete process and pricing toward a final sale.  In this dynamic session, Elizabeth and Sarah will take customers through he steps Scott Clark Auto Group used to improve retention and continue to build value for customers which has contributed to explosive profits in their service department.

Key Takeaways:

  • Enabling multi-channel communications to perform for optimum success
  • Step by step instructions on how to adjust processes to best fit the customer’s needs
  • Strategies to engage and retain your best performing Service BDC professionals

Elizabeth Martin, Service BDC Manager – Scott Clark Group

Sarah Vantine, Vice President of Business Development Strategy – Quantum5

9:30-10:15am

Retaining Innovative Practices Implemented During Covid In
A Post-Pandemic World

The crisis yielded the opportunity to reevaluate and experiment with fresh thinking and new innovative processes.  Ed Roberts, Chief Operations Officer will share their most successful new CX building blocks that have had a positive influence for both cusomters and employees as well as bottom line growth.

Ed Roberts, Chief Operations Officer – Bozard Ford Lincoln

10:15am-10:30am Networking Break
10:30am-11:15am

The Ultimate Service Advisor

  • The second most important position in the dealership
  • The person that will make or break your reputation
  • Are your processes ready for the present/future?
  • Does your training plan meet/exceed your market expectations?
  • How does your service drive technology enhance your customer experience?

Tim Gavin, Dealership Management Consultant – NADA

11:15-11:45pm Panel Discussion

Rewiring the Dealership For the Onslaught of EV’s: Dealer Hub | Infrastructure | Services & Products 

11:45am End of Aftersales & Aftercare Summit
BACK TO TOP

Can’t wait to see you again!

Contact Us

Thought Leadership Summits, Inc.

4612 Sprucedale Place

Boulder, CO 80301

609-216-6998

Can’t wait to see you again!

Contact Us

Thought Leadership Summits, Inc.

4612 Sprucedale Place

Boulder, CO 80301

609-216-6998