8:00-8:45am Continental Breakfast
8:45am Opening Remarks
Facilitator: Steve Schmith, Director, Automotive Strategy – Acxiom
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
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.
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.
10:45-11:30am Networking Break Tech Expo
11:30-12:15pm Fireside Chat
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
Gray Scott, Chief Marketing Officer – Cardinale Automotive Group
Staying Ahead of the Curve: New Consumer Behaviors, Innovative
Technologies and Disruptors
Consumers are expecting more services that can be done remotely and they are expecting driveway experiences vs having to visit the retail sales and service facilities. How can dealers easily provide a professional vehicle home delivery and service pick up and drop off without making major investments in additional staff or purchasing expensive assets? Anthony will deep dive into easy to implement processes built around technology platforms that provide all the logistics that even the most novice user can use to manage 100’s of these transactions per day.
12:45-2:00pm Networking Lunch & Tech Expo
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.
Customer Obsession: The Software Behind Tomorrow’s Winning Retail Experience
Today’s progressive dealers are moving ahead of the curve by retooling their sales process along the lines desired by car buyers. They can elevate their customer experience and profits by embracing a transformative One-Person Sales Model. In this session, Chip will discuss:
- New options that are available for delivering an exceptional customer and employee experience
- How dealers can evaluate the priority they are placing on the in-store experience compared to digital tools on websites
- Consistent and unified service throughout the journey is a key component in ensuring your dealership and staff are providing the highest quality digital customer experience
3:00-3:30pm Networking Break Tech Expo
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
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.
5:00-6:15pm Networking Reception & Tech Expo
6:30pm-8:00pm Speakers Dinner
Can’t wait to see you again!
Thought Leadership Summits, Inc.
4612 Sprucedale Place
Boulder, CO 80301
Can’t wait to see you again!