2024 Agenda

10:00 – 10:30

Digital & Technology

This session will look at how consistent data management across the entire sales process creates joined-up decision making and enhances customer loyalty. Keyloop will share key insights into how automotive retailers can leverage system connectivity to power a consumer-led, retailer-managed buying experience that builds long-term relationships between dealerships and their customers.

 

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Speakers

10:00 – 10:45

Aftersales

In a challenging market in aftersales and used cars, not to mention the ZEV mandate, Neil Addley and Kim Costello will discuss how to use customer service to win.
Based on the recent State of the Nation survey, the latest NFDA Consumer Attitude Survey (CAS), and proprietary data, Neil and Kim will reveal best practices for managing customer service, reviews, and complaints. How do you deal with customer complaints, prevent them, and maximise customer delight? Having completed her role at Pendragon, Kim is Global Head of Marketing at Pinewood and Neil is founder and Managing Director at JudgeService Research

 

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Speakers

10:30 – 11:15

Digital & Technology

The time is ripe for technology to take away more of those low value tasks. Hear about what's already possible, and what's probably next.

 

Sponsored by:

Speakers

10:30 – 11:15

Aftersales

Big gains are hard to achieve. But in every workshop, tiny things done slightly better every day will add up to a great success. Our presenters show you how.

 

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Speakers

11:00 – 11:30

Digital & Technology

The majority of dealer groups and OEMs have their customer-facing technology largely in place, and the focus is now on back-end systems to support customers and internal teams with sales and aftersales. This session will look at how retailers and OEMs are incorporating new automation processes into legacy systems to transform the customer journey and increase efficiency for teams at the showroom and workshop.

 

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Speakers

11:00 – 11:45

Sales

Inflation and interest rates have made cars look less affordable. So what can the dealership do about it? Deal-building and sales-closing come under the microscope.

 

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Speakers

11:30 – 12:00

Digital & Technology

Marketing Delivery will explore the results of its latest consumer survey and detail how AI-powered advanced communications can help retailers exceed customer expectations whilst delivering marketing efficiency, agility, and ROI. Marketing Delivery CEO Jeremy Evans and Commercial Director Charlotte Murray will be joined by Carly Keeler-Clappison, Head of Marketing at Ancaster Group, for a balanced discussion on marketing success, sharing data insights and benchmarks from their 500+ automotive retailers.

 

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Speakers

11:30 – 12:15

Sales

EVs have been around for a decade, and are now reaching the used market in growing volume. This session explores what AM Award winning EV dealers can do to get their customers excited and to preserve profits.

 

Sponsored by:

INDICATA, part of Autorola Group

Speakers

12:30 – 13:15

Strategy

After the FCA's decision to delay its review of discretionary commission arrangements until May 2025, the industry is stuck in bit of a holding pattern. This special panel features automotive retail finance and regulation experts who will look at what's coming next, as well as take stock on topics like Consumer Duty and falling point-of-sale finance income.

 

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Speakers

13:00 – 13:45

Sales

With regulated F&I under such scrutiny, we examine the best ways dealers can improve their revenues through unregulated add-ons, such as paint protection, accessories, lifestyle products.

 

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Speakers

13:00 – 13:45

Strategy

This session will demonstrate the strategic planning and robust steps being taken to help build a more sustainable future for dealerships and their surrounding communities. Alison Jones, Stellantis Senior Vice-President of Circular Economy will reveal how the group's brands are approaching sustainability holisitcally from an infrastructure and operational perspective.

 

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Speakers

13:30 – 14:00

Digital & Technology

Brand promise is aspirational. Reputation is reality. Modern dealer groups need to bridge the gap to ensure the product and service on offer, and their commitment to their customers is the reality at the local level. Your sites have their reputation in the hands of their buyers, and this feedback is trusted more by the public compared to a brand's own marketing communications.

So, what does this all mean? Join Reputation's Peter Barrie and Sally Tunney, along with Howards Motor Group's Managing Director, Chris Lee, and Group Operations Director, Stuart Mackintosh, as they delve into how this regional group, representing 10 brands across 23 locations, achieved the highest group Reputation score in the AM100 in 2023. Discover how Howards Motor Group leverages customer feedback to maintain strong relationships, enhance customer and vehicle lifetime value, and drive their overarching business strategy in an increasingly feedback-driven world.

 

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Speakers

13:30 – 14:15

Aftersales

Dealerships must retain drivers of older cars as the decrease in annual services and oil changes bites. This session explores how, from using lower priced services and discounted MOTs to tyre fitting.

 

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Speakers

14:00 – 14:45

Sales

Offering fleet insights for dealers/OEMs on what fleets are looking for, the opportunities available for dealer groups, particularly around EV and feedback around how agency can impact the fleet customer experience.

 

Sponsored by:

 

Speakers

14:00 – 14:45

Strategy

In this special fireside chat session John Tordoff, chief executive at family-owned dealer group JCT600 will share the succession and leadership strategy the business has been working on for the last five years. This will include details on all the work the group has done to develop its next leaders throughout the business, as well as covering how the family owned group is planning to pass things on to the fourth generation.

 

Sponsored by: 

 

Speakers

14:30 – 15:15

Sales

Advice from independent experts and motor retail veterans that will help ensure sales are swift and profitable.

 

Sponsored by:

Speakers

14:30 – 15:15

Strategy

Hear from a panel of experts on what the changing brand landscape means for your business as well as for the legacy brands already present in our market, how you can navigate the opportunities thrown up by the growing number of new entrants into the UK, and whether you can make a lasting and profitable partnership with them.

 

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Speakers