Fixed Operations Marketing: The Revolution

Everywhere I look, I see automotive

Fixed Operations Marketing: The Revolution

How Sarah Vantine is changing the BDC

Joe Shaker - Communication Has Changed, Dealer Marketing Magazine

People, Self-Development, and Advice for New Leaders by Ed Roberts, COO - Bozard Ford Lincoln

Lewis Scott, Director of Marketing – Byrider

Ready for your Metaverse Test Drive at CXAUTO?

Michelle Primm, Managing Director of the Cascade Auto Group

Gary Marcotte, Senior Vice President Marketing Outsell

Merlin Stevenson, Vice President Automotive EMEA - GP Strategies

Aswin Mannepalli, Global Director of Industry Strategy and Marketing at Sitecore

Auto Dealership Literally Offers White-Glove Treatment

Auto dealers are among the most motivated of entrepreneurs, says Hyundai Motor America’s Barry Ratzlaff.

Low Frequency, Big Transactions — Not Ideal for Data Science feat. Mike Spadafore, Ford Motor Company

SEE WHAT THE BUZZ IS ALL ABOUT AT 16TH ANNUAL AUTO CX SUMMIT SERIES

Get Inspired: The Power of LIVE VIRTUAL Experiences at this year’s TLS Auto CX Summit Series

For 2020, Thought Leadership Summits says it has reinvented its annual Automotive CX Summit Series as a live virtual experience and will center on charging up automotive customer experiences at the automaker, dealer and analytic levels.

Ryan Gerardi experiencing the Lexus Mixed Reality Holographic Display from the 2019 Auto CX Summit at the Ritz-Carlton, Marina del Rey, brought to you by Thought Leadership Summits.

“Personally, I like being tracked,” says Tim Woo of RPA during his presentation at the TLS Automotive CS Summit 2019. “I get relevant messages as a result. I appreciate that. Proper use of collected consumer data “improves people’s lives,” he says.

Erich K. Gail, Chief Executive Officer Cardinale Group of Companies: Winning & Growing in Challenging Marketing thought leadership from TLS Automotive CX Summit Series 2019

Congratulations to Eric Leys, 39, General Manager, Lexus of San Diego.

Podcast featuring TLS Automotive CX Summit Series 2019 speakers Russ Lemmer, President and Chief Product Officer of Dealerware

“OEMs like efficiency, we love it,” says Trophy Auto Group CFO Tim Devine.

As technology empowers us to drill down into ever-deeper layers of data and detail, it is important that dealership management retain the ability to regularly think up. “No data sources can quantify emotions, but emotions trump logic,” says Eric Dreisbach of the NADA Academy.

Automotive and mobility businesses can seamlessly embed the delivery of tailored insurance coverages within their own tech driven user experiences, enabling them to create better, faster and more valuable user experiences.

Ali Fawaz, General Manager & Senior Director, Worldwide Automotive chairs the VOC track at TLS Automotive CX Summit Series June 18-20th and will describe the trick to driving business from digital channels such as Google’s local pack and automotive review sites is to ensure your customers become local advocates by delivering the best-possible experience.

Gary Tucker, CEO of Zubie hosts the Flexible Ownership & Innovative Mobility Models panel including thought leadership from HyreCar - Your Mechanic - flexdrive

Podcast featuring TLS Automotive CX Summit Series 2019 speakers Michael Spadafore, Ford Motor Company and Dennis Wisco, Executive Producer & Host, Wisco Weekly.

Customer Experience is now the #1 business differentiator and companies are transforming their businesses through CX Management as they anticipate massive changes in the industry due to emerging technology and new entrants that are redefining how consumers shop, buy, own, use, and drive. The Automotive CX Summit addresses both the technology required to digitize and automate CX business processes and the strategies required to leverage data, customer insights, and cultural change.

For the past 15 years, the Automotive CX Summit Series has been dedicated to helping the automotive industry create exceptional customer experiences by leveraging all things customer — enhancing and personalizing the shopping, buying and ownership experien

Is Your Business Ready for the New Era of B2C Communication Powered by Messaging and AI?  Panel hosted by CarLabs at Auto CX Summit Series June 18-20.

Alexi Venneri - Co-Founder and CEO of Digital Air Strike will host a panel of top dealers that will share strategies and campaigns that they are using to influence the customer experience and give their stores a real competitive advantage.

Erick K. Gail, Chief Executive Officer of Cardinale-Group of Companies will show how these are the moments we've prepared for during his Automotive CX Summit presentation June 18-19th. 

Rinaldi Halim, Dealer Principal of Los Angeles Chrysler-Dodge-Ram-Jeep is on the speaker lineup for upcoming back-to-back conferences, the Automotive Customer Experience Summit and the Auto CX Analytics & AI Summit June 18-20.

Michelle Dornfield, Head of Business Development will illustrate how companies can achieve success in the digital age using an on-demand user insights platform which has enable them to fully embrace a culture of consumer-centered design thinking (test, learn, iterate).

Hear how emerging automotive enterprises (aka “automotive and mobility service provider”) can use AI to deliver on the promise of effortless, personalized automotive and mobility experiences.

Purposely thinking up while simultaneously drilling down can Improve a dealership’s utilization of data and confer competitive advantage over organizations with greater size or financial resources. Hear insights from Eric T. Dreisbach at TLS Auto CX Analytics & AI Summit Series on June 18-20. 

# TLSummits Andy Barnet, provides his roadmap for how auto advertisers can reach consumers with relevant advertising with the right message, at the right time, throughout the entire lifecycle of the purchase.

Tim Devine, Chief Financial Officer will show how they have integrated each brand’s respective brand promise into the culture and how they have equipped every TADG employee with the tools to provide unparalleled customer satisfaction and total customer experience in each sale.

Pinterest and Canvas will take the audience through this journey, highlighting new ways to create strategies that complement where your customers are along the purchase journey from brand discovery through ownership.

Understanding the digital retail trail of curiosity through Executive Vice President - Rob Armstrong’s presentation outlining new ways of finding success in developing the new road to the sale with a single process.

Hear a look at today’s customers, some misconceptions of Millennial and Gen Z customers and will how to hire for customer experience success. Ted Lancaster, Vice President, New Operations will also share his three (not so secret) secrets that if followed will provide exceptional experiences across all automotive divisions.

Looking beyond sales and into operations in fixed ops that is enabled by digitalization, automation, and a customer-centric approach. Hear Russ Lemmer, President and General Manager at TLS Automotive CX Summit Series June 18-20.

Jonathan Tabak will demonstrate how Adobe captures fragmented, omni-channel customer journey data and rolls it into cohesive, actionable insights that can help brands engage customers in the ultimate consumer experience.

#TLSummits A CX strategy is the bridge between vision and execution. However, even a great strategy doesn’t implement itself.  Angelina Autran, Global CX Change Manager, will walk us through how CAT has heightened the emphasis on the execution road map to operationalize the strategy and how they are seeing it through to a successful completion.

The in-car process of paying for fuel, food, and parking can be linked to navigation / payment apps creating a convenient customer experience. John Moon, Managing Director Strategic Partnerships at Honda Innovations joins WEX and Enterprise Fleet Management on a panel discussing how payment apps are delivering the efficiency the connected car promises.

Consumers don’t want to buy cars solely based on dealer’s terms. They want to make purchases based upon their own research and terms they believe are fair. Dealer Principal Rinaldi Halim has created a process that ends the unproductive haggling occurs between car buyers and sellers. Hear the vision behind a new sales protocol that combines digital and human experiences to create what buyers want — trust.

CX is the #1 differentiator, but it’s hard to know where to start your transformation and how to prioritize your CX initiatives. The changes you make to your customer experience are only as good as the insights you receive from them. Learn best practices from Kristi Langdon, Head of Customer Experience at Daimler Trucks North America for gathering and synthesizing customer insights to help ensure focus and impact on CX initiatives.

Mike Spadafore, ICI Product Innovation Manager at Ford discusses the operational issues needed to be resolved in order to have the institutional knowledge to achieve consistent success with AI/ML. This includes data curation, tool development, and extensive test and learn methodology before you can be on track to increase optimization and automation to ultimately drive sales!

Garth Blumenthal, Dealer Principal - Mercedes-Benz Temecula will explain how People, Process, & Technology merge to provide a world-class guest experience, which builds long term relationships with their clients. He’ll also review their floor and web traffic analysis and what metrics they measure to create effective, actionable insights.

Demian Dominguez, Manager - Audi Experience will discuss how Audi is leveraging advancements in analytics on improved foot traffic data to eliminate the in-person shopping behavior “blind spot”, identify opportunities for improvement in their network, and measure the effectiveness of retail consulting efforts.

Tim Woo, VP & Group Director of Research, Analytics & Insights at RPA, and Dejan Mitkovski, Head of Auto Analytics at Google, will share how Honda is improving the customer experience and driving growth by consolidating data across tiers to create a holistic view of the customer.

Joost de Vries, VP - Global Sales & Customer Experience will walk through Karma Automotive’s quest to break the traditional CX mold by “ignoring” the vehicle and focusing intently on the customer. He’ll also explain how Karma is supporting this approach throughout the organization including CX budgeting using unique ROI metrics.

Experience and Demo at Tech Expo at TLS Automotive CX Summit Series June 18th-20th: Audi and Amazon’s in-car voice CX with the e-tron vehicle display - Lexus mixed reality holographic display - Digital Air Strike demos Facebook Portal and Oculus Go - TruePic photo and video verification amongst others. Tech Expo spots still open.

Dennis Berchulc, Head of VINReal Product at FordDirect will show how powering the best inventory solution for customers can extend past the website experience and be leveraged in very personal one to one messaging. This in turn helps convert shoppers and get them local fast through blending VIN specific imagery with dealer branding.

David Telfer, National Manager, Lexus Digital & Social Media will show how new technologies are changing the world of marketing and customer experience. He will explore how new solutions can benefit everything from working with design data to dynamic use cases to design and engineering visualization used in their journey to market.

Anupam Malhotra, Director-Connected Vehicles & Data at Audi and Arianne Walker, Chief Evangelist at Amazon Alexa Auto showcase how they are partnering to solve the voice challenges of today in order to deliver the personalized in-car CX consumers on the go demand.

Thoughts from TLS inaugural Auto CX Analytics & AI Summit 2018 - Brad Smith, VP Product Management at data tracker Experian. Eric Flow Board member of AmplifyRPM, a joint venture that aims to “bring science to customer engagement

Jim Hoostal @ Interbrand recaps the key takeaways from TLS Automotive CX Summit 2018

Frank Ferrara offers new-age advice during a presentation entitled “The Dealership as the Neighborhood Mobility Center.”

Joe Shuster, Dealer Principal @ Honda of Downtown Los Angeles delivered insights on Creating a multi-generational customer experience with the latest in tech and green design at TLS Automotive CX Summit 2018

Insights from Frank Goldberg @ IgnitionOne: Five elements of today’s automotive customer’s journey: awareness, consideration, intent, decision and finally purchase. Sponsor of TLS Automotive CX Summit 2018

Thoughts from the TLS Automotive CX Summit 2018 Chairman – Lindsay Duffield EVP, Sym-Tech Dealer Services

The biggest change ever is coming says Ryan Brazelton, Interbrand at TLS Automotive CX Summit 2018

PSA’s Larry Dominique presenting at TLS Automotive CX Summit 2018

Speeding the Evolution of Customer Retention By Matthew Hinson

“We launched the Auto CX Analytics & AI Summit based on feedback from delegates at the Automotive CX Summit,” says Jon Munzel, founder and president of the Thought Leadership Summits.

Munzel believes automotive marketing will eventually lean strongly toward the Apple model, “where you have plenty of people who are buying online and never set foot in a dealership and you have plenty of people who do both — they research, buy online and go to the dealerships for other reasons or they go to the dealership only. Like, my mom is never going to go online.” / June 12, 2017

Getting a better grasp on what boosts revenue by Frank Ferrara / May-June 2017

In a WardsAuto Q&A, Brian Benstock tells how he plans to use an Amazon-like approach to double his business. By Steve Finlay / May 25, 2017

The June 20-21 Automotive CX Summit in Los Angeles evolves from the previous back-to-back Automotive Customer Centricity Summit and the Automotive Social Media Summit. By Steve Finlay / April 27, 2017