Agenda

The automotive customer journey is undergoing one of the most significant transformations in the industry's history. Advances in artificial intelligence, connected vehicles, digital retailing, data analytics, and customer engagement technologies are changing how consumers shop, buy, service, and interact with automotive brands throughout the ownership lifecycle.

Drawing from decades of leadership experience at both the OEM and retail levels, Jack Hollis and Dan Shine will explore how technology is reshaping every stage of the automotive customer journey and what it means for the future of automotive retail. Attendees will learn how leading organizations are using technology to improve customer acquisition, increase retention, strengthen loyalty, and create greater lifetime value while preparing for the next generation of automotive consumers.

• Understand how technology is reshaping the automotive customer journey from purchase through ownership
• Learn how changing consumer expectations are influencing dealership and OEM strategies
• Discover how AI, connected vehicles, and digital retailing are transforming customer engagement
• Explore opportunities to increase customer loyalty, retention, and lifetime value
• Gain insights into the future relationship between dealerships, manufacturers, and customers
• Learn practical strategies for creating customer experiences that differentiate your organization

Artificial Intelligence is rapidly changing the automotive industry, but many organizations are still using it to automate yesterday's processes instead of reimagining tomorrow's opportunities. While early AI applications focused on creating reports, generating content, or improving individual tasks, the next generation of AI is fundamentally changing how dealerships and OEMs make decisions, solve complex business challenges, and create better customer experiences.

The real power of AI is no longer about doing the same work faster. It is about asking better questions, uncovering deeper insights, and identifying opportunities that were previously hidden within disconnected systems and fragmented data. As organizations begin building unified data environments, AI can move beyond providing information to delivering meaningful recommendations that improve business outcomes.

Dan Shine from the Auto News will moderate this thought-provoking session with Chris Walsh, President & Acting CEO at Reynolds and Reynolds, Todd Smith, CEO of QoreAI, and Carlos Mojica, Senior Manager – Retail Development at LaFontaine Automotive Group. They will explore how unified AI data platforms are enabling dealerships and manufacturers to shift from reactive reporting to proactive decision-making. Learn why disconnected data has historically limited the effectiveness of AI, how a unified data layer changes what is possible, and how leading organizations are using AI to solve real business problems rather than simply automate existing workflows.

• Understand the evolution of AI from task automation to strategic business decision-making.
• Learn why a unified data strategy is essential for unlocking AI's full potential.
• Discover how AI can identify opportunities and recommend actions instead of simply generating reports.
• Explore practical examples of AI solving real dealership and OEM business challenges.
• Gain insights into how AI can improve customer experience, operational performance, and profitability.
• Develop a roadmap for preparing your organization for the next generation of AI-powered decision making.

The finance and insurance office has evolved from a transactional function into one of the most important touchpoints in the automotive customer journey. As consumer expectations continue to change and technology reshapes the retail experience, F&I teams must adapt to deliver greater transparency, efficiency, and value while maintaining profitability and compliance.

Gary Schultz and Preston Stewart will join Lindsay VanHulle to explore the forces reshaping the future of F&I and share practical strategies for helping finance teams thrive in a rapidly changing environment — bringing both the lender and the retail perspective to the conversation.

• Understand how technology is transforming the F&I customer experience
• Learn how lender partnerships can improve dealership performance and employee development
• Discover strategies for increasing customer trust, transparency, and satisfaction
• Explore best practices for training and developing high-performing F&I teams
• Identify opportunities to improve efficiency while maintaining compliance and profitability
• Gain insights into the future of F&I and evolving expectations of automotive consumers

The most successful dealerships are discovering that AI is not simply a tool for automation. When implemented effectively, AI can reduce administrative burdens, streamline workflows, improve communication, and allow employees to focus on the interactions that matter most — resulting in a more engaged workforce, stronger customer relationships, and improved business performance.

Bill Camastro will share his perspective on how dealerships can leverage AI to support employees, enhance workplace engagement, and strengthen customer loyalty — drawing on decades of leadership experience with some of the industry's most successful retail organizations.

• Understand how AI can enhance employee productivity without sacrificing the human touch
• Learn strategies for reducing employee frustration and improving workplace engagement
• Discover the connection between employee satisfaction, customer satisfaction, and profitability
• Explore how leading dealerships are using AI to create more meaningful customer interactions
• Gain practical insights for implementing AI while strengthening culture and teamwork
• Learn why investing in the employee experience is one of the most effective ways to improve customer retention

It took dealerships almost eight years to fully adopt websites. When it comes to AI adoption, they're not getting that same runway.

Join Mia and a panel of top dealerships who made the AI leap early for a conversation on why they decided to bring AI into their operations, what results they're seeing, and where they want to take AI next at their stores.

• A first-hand look at how top dealers made the call to adopt AI
• The real results they're seeing today, on the floor, in the numbers, and with their customers
• Where AI is headed next, and how to get ahead of it

The relationship between dealerships and their customers no longer ends when a vehicle leaves the showroom. Today's connected vehicles generate valuable insights throughout the ownership lifecycle, creating new opportunities to engage customers, improve their experience, and build long-term loyalty.

Amy Sgrignoli and Jeff Williams will explore how connected vehicle technology is transforming the way dealerships and manufacturers interact with customers — addressing the opportunities and challenges associated with data utilization, customer trust, and the evolving role of dealerships in a connected automotive ecosystem.

• Understand how connected vehicle technology is changing the customer ownership experience
• Learn how vehicle data can be used to improve customer retention and loyalty
• Discover opportunities to create more personalized and proactive customer engagement
• Explore strategies for increasing service retention through connected vehicle insights
• Understand the balance between customer convenience, privacy, and trust
• Gain a roadmap for leveraging connected vehicle technology to drive long-term customer value

Employee satisfaction and customer satisfaction are directly connected. Dealerships that invest in their people create stronger customer relationships, higher retention rates, improved service absorption, and greater long-term profitability.

Steve Cerny and Justin Hinderer will explore why fixed operations has become the most important department for driving customer loyalty and sustaining dealership growth — sharing how leading dealerships are building cultures that attract and retain top talent while creating exceptional customer experiences.

• Understand the direct connection between employee satisfaction and customer retention
• Learn why fixed operations plays a critical role in long-term dealership profitability
• Discover proven strategies for attracting and retaining top service talent
• Explore how culture impacts customer experience, loyalty, and referrals
• Gain actionable ideas to improve employee engagement and strengthen customer relationships
• Learn how leading dealerships are turning workforce stability into a competitive advantage

For today's automotive shopper, the dealership website has become the new showroom. Long before customers visit a dealership, they are researching inventory, comparing vehicles, watching videos, exploring financing options, and forming opinions about where they will ultimately do business. Yet many dealership websites continue to rely on static photos and traditional Vehicle Detail Pages (VDPs) that fail to answer customer questions, build confidence, or create meaningful engagement.

As consumer expectations continue to evolve, successful dealerships are reimagining the online shopping experience by transforming their websites into interactive digital showrooms. Through rich media, personalized video, transparent vehicle presentations, and engaging digital content, dealers are creating stronger first impressions, reducing buyer uncertainty, and building trust before customers ever step onto the lot.

In this engaging panel discussion, moderated by Peter Martin of Cactus Sky, industry leaders including Philip Ly and innovative dealership executives will explore how modern digital merchandising is reshaping the customer journey. The panel will discuss how leading retailers are leveraging interactive video, enhanced Vehicle Detail Pages, personalized content, and emerging technologies to increase shopper engagement, improve lead quality, and create a seamless bridge between the online and in-store buying experience.

• Understand how today's consumers research vehicles before visiting a dealership.
• Learn why traditional Vehicle Detail Pages are no longer meeting customer expectations.
• Discover how interactive video and rich media build trust and purchase confidence.
• Explore best practices for creating a modern digital showroom experience.
• Learn practical strategies to increase shopper engagement and improve lead quality.
• Gain actionable ideas that can be implemented immediately to create a more compelling online customer experience.

Dealers are investing more than ever in leads, tools, and marketing—but many are still losing buyers without understanding why. In this Fireside Chat, moderated by Lindsay VanHulle from Automotive News, Jason Parsons, Director of ChannelVantage Dealer Solutions at Urban Science, joins a cutting-edge dealer for a candid conversation on a critical—and often overlooked—truth: the biggest barrier to growth isn't generating demand, it's capturing the demand you already have.

Drawing on exclusive industry data and real-world experience, this discussion will explore how leading dealers are uncovering hidden losses, identifying whether their biggest challenge is reaching buyers or converting them, and taking targeted action to improve performance.

Delegates will be introduced to a simple but powerful diagnostic framework that reveals where dealerships are falling short, and what to do next across sales, operations, and marketing. This session will reframe how you think about performance, shifting the focus from lead volume to buyer outcomes, and from guesswork to precision.

• Why more leads won't solve your problem: Learn how dealers are losing buyers they already worked
• A better way to measure performance: Move beyond close rate to what actually matters—capturing buyers
• A simple way to diagnose the issue: Quickly identify if your problem is reach or conversion
• The plays that drive real improvement: See targeted actions across sales, process, and marketing
• How top dealers are winning more: Understand how leading stores use data to coach teams and scale results

The automotive retail landscape is undergoing a dramatic transformation as consumers increasingly expect the convenience, transparency, and personalization they experience in other online purchasing environments. From Amazon Autos and CarBravo to OEM retailing platforms such as SmartPath and Shop Click Drive, digital retailing is changing how customers research, shop for, and purchase vehicles.

In this engaging panel discussion, John Fitzpatrick, Head of CarBravo for General Motors, Cristina Cheever, Chief Marketing Officer of duPont REGISTRY Group, and Kristyn King, Senior Product Marketing Manager at Amazon Autos, will share their perspectives on the rapidly evolving digital retail ecosystem. Moderated by Dan Shine of Automotive News, the panel will explore how consumer expectations are changing, what lessons have been learned from early adoption, and how dealers can position themselves for success in an increasingly digital marketplace.

• Understand how digital retailing platforms are changing consumer buying behaviors.
• Learn how Amazon Autos, CarBravo, SmartPath, and other platforms are influencing the customer journey.
• Explore the opportunities and challenges digital retailing creates for dealerships.
• Discover strategies for balancing online convenience with dealership engagement.
• Gain insights into the future relationship between dealers, OEMs, and digital marketplaces.
• Learn how leading retailers are creating seamless omnichannel experiences that drive loyalty and long-term customer value.

In this Fireside Chat, Anthony Jingoli - Senior Director of Automotive Strategy at Comcast Advertising and Gabe Montano - Director of Marketing and IT at Maroone Auto Group will discuss how dealers are navigating a customer journey that is increasingly fragmented, difficult to see, and far from linear. Shoppers move across websites, marketplaces, devices, and channels long before they ever submit a lead or walk into a showroom, while sales, service, CRM, and media are often still managed in separate silos. The challenge is creating a more connected approach that helps dealers influence shoppers earlier, stay engaged throughout the lifecycle, and better understand which efforts are actually driving meaningful customer and business outcomes.

• How to think beyond the traditional sales funnel and manage the full customer lifecycle - from anonymous shopper to owner and repeat buyer.
• Best practices dealers are using to stay connected to shoppers as they move from research to lead, showroom, purchase, and ownership.
• Why influencing shoppers before they identify themselves is critical to building consideration and preference.
• How media and first-party data can help dealers identify, reach, and engage the right audiences at the right moments.
• How to move beyond clicks and leads to understand media's influence on shopping behavior and vehicle sales.

Every day, dealerships engage in thousands of conversations across phone calls, text messages, chat platforms, service appointments, online reviews, and face-to-face interactions. Hidden within those conversations is a wealth of information that can reveal customer expectations, identify sales opportunities, improve employee performance, and strengthen long-term customer relationships.

Chad Jernberg will explore how leading dealerships are leveraging customer insights to create measurable business results — drawing from Holman's experience modernizing customer experiences across one of the nation's largest dealership groups.

• Learn how customer conversations reveal hidden sales and retention opportunities
• Discover how leading dealerships use customer insights to improve performance
• Understand the connection between customer experience, loyalty, and profitability
• Identify strategies for creating more meaningful customer interactions
• Gain practical tools to turn customer feedback into measurable business results