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

Session details coming soon.

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 Lindsay VanHulle will explore the forces reshaping the future of F&I and share practical strategies for helping finance teams thrive in a rapidly changing environment.

• 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

Artificial Intelligence is rapidly reshaping the automotive industry, but the real opportunity extends far beyond content creation and chatbots. The organizations that will lead the next era of automotive retail are those that learn how to leverage AI to better understand customers, personalize experiences, improve marketing performance, and drive measurable business results.

Mike Spadafore will explore how Generative AI is transforming the way automotive brands and dealerships engage with customers throughout the buying and ownership journey — sharing practical examples of how AI is helping organizations create more relevant communications, uncover new opportunities, and deliver better customer experiences at scale.

• Understand how Generative AI is transforming automotive marketing and customer engagement
• Learn how leading organizations are using AI to personalize the customer journey at scale
• Discover practical applications that improve marketing performance and operational efficiency
• Explore how AI can support customer acquisition, retention, and loyalty initiatives
• Gain insights into the future role of AI in automotive retail and customer experience
• Identify actionable strategies that can be implemented immediately to improve business results

Session details coming soon.

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

Session details coming soon.

Session details coming soon.

Session details coming soon.

Session details coming soon.

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