Our Agenda

DAY 1
DAY 2
DAY 3

DAY 2 – WEDNESDAY, JUNE 15

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

8:00-8:45am Continental Breakfast

8:45am Opening Remarks

Chairman: Roberto Haley, Director – Reputation

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.

Jeremy Beaver, CEO – Del Grande Dealer Group

Richelle Estrella, Department Head of Customer Data Lab – American Honda Motors

John Campos, Group Vice President Automotive – Acxiom

Facilitator: 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

Utilizing Analytics & AI to Move from Reactive to Predictive

Taking advantage of new regulations to safely control and maintain privacy of customer data.

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

12:45-1:45pm Networking Lunch

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

Aftersales & Aftercare Summit Continues 

AFTERSALES & AFTERCARE

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 

How to Succeed in Selling Parts and Accessories Online: Go with the Flow

  • OEMs are investing more in the aftersales e-commerce space. How does your dealership stand to benefit?
  • The online parts customer is changing. How can you engage with them to win sales back from the aftermarket?
  • Starting an online parts and accessories program can be daunting. How should your dealership begin or increase your current investment in selling online?

Over the past decade, OEMs have drastically increased their investment in aftersales e-commerce, giving dealers a new opportunity to grow their customer base and revenue with online parts and accessories sales. But with the growing number of providers, platforms, and assets available to dealers, where should one start in order to build a successful online parts and accessories business? John will talk about how dealers can leverage existing assets from their OEM to build a successful, scalable online parts and accessories program for their dealership, as well as how to grow and engage with their customer base to begin winning sales and market share back from the aftermarket.

John Merritt, Vice President Business Development – SimplePart

3:00-3:30pm Networking Break

3:30-4:00pm

Your Customers Would Like To Tell You Something: Are you Ready to LISTEN and RESPOND?

What’s Your Current Customer Feedback Loop? Surveys? Social Media? Twitter? Monitoring Online Reviews?  If it’s a negative experience at your dealership, it’s probably too late!  Chances are your customer is not coming back and even worse, they probably already told others about their negative experience.  By learning about customer issues during their experience or immediately thereafter, there’s still an opportunity to address their issue and regain customer trust.

As in-person customer experiences diminish due to the increase in online purchasing, Adam Alfia, Founder & Managing Director – Realtime Feedback will share insights how retailers can embrace their customers’ positive experiences and turn negative experiences around in real time.

Adam Alfia, Founder & Managing Director – Realtime Feedback

4:00-4:30pm

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

The data shows that on average 30% of your customers account for 80% of the total gross profit from existing customers.   We will discuss during this session some interesting perspectives how these executives are:

  • Identifying, tracking and reporting their top-value customers
  • Engaging and nurturing best practices
  • Targeting these customers with new technologies and techniques

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

Gray Scott, Chief Marketing Officer – Cardinale Automotive Group

Facilitator: Tom Calloway, President – A2CX Mgmt

4:30-5:15pm 

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 services 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

5:15-6:15pm Networking Reception

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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