Three Views of CX: How Perspective Changes Everything
Scott Smith will share three unique views of CX — one from the trenches, in his role as service director over a small dealer group; one as VP of Parts Operations for AutoNation, one of the largest dealer groups with more than 300 individual dealerships; and now as VP Aftersales for MMNA and its 350-plus retail partners. With nearly 30 years of industry experience on the ground with customers and in the boardroom with executives, he knows the value of tools that build trust and support consistent, transparent and open communication with customers, and will discuss what he’s learned works and what doesn’t, and why.
Panel Discussion: Innovating the Customer Experience: The Necessity for OEM & Dealer Collaboration
Scott Smith is Vice President, Aftersales at Mitsubishi Motors North America, Inc. (MMNA). In this role, he is responsible for overseeing parts and service operations for Mitsubishi in the United States, and all aspects of parts export logistics for Latin America. Additionally, he is tasked with developing and implementing strategies and programs that enable Mitsubishi Motors and its dealers to maximize customer satisfaction through the brand’s service and parts business.
Smith joins MMNA with a strong and diverse background having more than 30 years of leadership experience on both the manufacturer and dealer sides of automotive aftersales operations. Most recently, he served as Vice President, Parts Operations for AutoNation for three years, where he oversaw all aspects of parts and accessory development and distribution for the dealer group’s 360-plus nationwide retail outlets. Smith also spent more than 21 years with Ford Motor Company in parts, service and sales; warranty; product marketing; customer relationship management; and dealer operations. Additionally, he spent two years with Apple Auto Group directing all parts and service operations for their four manufacturer brands.
Smith holds his Bachelor of Arts degree in education and liberal arts studies from Oakland University. In his free time, he enjoys playing basketball and golf and spending time with his wife, children and three grandchildren. Smith is relocating from his current residence in Florida to Mitsubishi’s new home in Franklin, Tennessee.