AM100 Dealer Interview with Daksh Gupta, Cheif Exec of Marshall Motor Holdings & Tom Sharpe, AM
09:15 – 10:00
Tom Sharpe, AM News and Features Editor will be interviewing Daksh Gupta, AM100 Dealer from Marshalls.
Coming fresh in the wake of what was quite possibly the UK automotive retail sector’s most challenging year since World War Two, Marshall Motor Holdings chief executive, Daksh Gupta, reflects on the evolution of his business and the 12 months ahead. Gupta proved to be one of the sector’s most communicative leaders during 2020, becoming a key industry commentator for national media outlets while regularly updating and reassuring staff as the business took measures to support furloughed workers and maintain a flow of information to those who remained within the business throughout the COVID-19 crisis. Now he will take time out to chat with AM about the evolution of the business during the unprecedented period of change and also look ahead to post-Brexit trading, the increased digitalisation of car retail, growing EV sales and – maybe – life after COVID.
Chief Executive Officer
Marshall Motor Holdings Plc
Gaia Innovation Ltd, Founder Automotive 30% Club
Connecting the ecosystem; making automotive commerce faster, better and smarter
10:00 – 10:30
The wider retail industry’s unrelenting focus on consumer experience has caused expectations to skyrocket. And while the automotive sector has been slower to adapt, dealers that are openly embracing change now have a chance to get ahead.
COVID-19 has hurt consumer confidence, but as it recovers dealers have time to prepare themselves for future success. Thriving in the industry’s new climate will require a core shift: moving from a product-driven to consumer-driven approach. Companies with a consumer-centric model already in place use consumer data to inform all business decisions. By doing this they fully understand their consumers’ needs and are in the best possible position to fulfil them. Dealership departments tend to be siloed, and it’s this disconnect in verbal and digital communication that means dealers can’t easily access all the data needed to build a 360-degree consumer view.
Is the dream of an automotive retail ecosystem with open platforms and connections a reality or does it remain a pipe-dream? And can it really make all the data available in the right place at the right time, without the need for rekeying or double accounting?
Join this session with CDK Global, and industry-leading partners who are integrating their applications with the mutual aim to support dealers. You’ll hear first-hand examples from dealers and see how the API integrations work in theory and practice, while delivering a seamless
Global Partner Director
Chief Customer Officer
Norman A. McKeown
Head of IT
Group 1 Automotive
Customer Experience Director
Chief Commercial Officer
Embracing the Paradigm Shift
10:45 – 11:15
With accelerated industry changes upon us, retailers have adapted to the new landscape through an increased focus on their digital tools – but how can your business achieve sustained success in its digital transformation? In this session, Pontus Riska, VP Sales and Support (UK) for RAPID RTC, and Anita Fox, Head of Automotive for Facebook, kick off AM Live 2021 by bringing you brand new insights on car buyer behaviours and sharing ways retailers can shift their practices to address those behaviours effectively. Join us to learn how embracing the paradigm shift will keep your business connected with customers, and how pairing technology and human interaction offers the superior online experience that car buyers expect.
Head of Automotive
Vice-President Sales & Support – UK
Leadership in a virtual world
11:30 – 12:15
Workplaces have become dispersed in 2020 due to the pandemic. This has driven innovation in how business leaders and managers interact with their teams, keep motivation and inspiration high and drive teams towards their shared goals. In this strategic keynote session we will examine best practice in remote leadership, including case studies.
Dr William Holden
Real World Analytics
Insight and reviews drive away the winter blues - Beat the bug and smash your budget in 2021
12:30 – 13:00
Mark Busby, Commercial Director, will reveal how Hendy Group uses the insight tools JudgeService provides to increase sales conversion, improve customer experience, and generate more sales.
He will also talk about how JudgeService supported Hendy coming out of the pandemic and in understanding customer attitudes to automotive consumption and the environment.
Neil Addley, founder of JudgeService Research will reveal the latest insight into how the best retailers are taking advantage of the omnichannel opportunities created by the pandemic and post lockdown trading. From Google Reviews, Autotrader and motors.co.uk to online reputation management, lost sales, customer insight and reviews.
He will reveal the most up to date facts and the “Three Golden Rules” that automotive leaders can use to drive customer delight and ultimately sell more cars, more quickly and more profitably. Finally, he’ll show which media – and specifically which websites are driving sales right now.
Jam Today: Five habits for sustainably higher Aftersales performance
13:15 – 13:45
Karl will share simple but effective habits for retailers to not only profit from the aftersales opportunities available right now, but also retain their customers for longer. A “how to” session on making every opportunity count and controlling what is controllable more effectively, with special focus on how front line colleagues can build rapport, demonstrate expertise, add-value and ask for the business; all of which apply equally to an I.C.E and E.V. world!
14:00 – 14:45
Brexit and the economic shock from the coronavirus pandemic have marked 2020. But what lies ahead in 2021 and beyond? This strategic keynote session will explore the likely outcomes of both Brexit and the COVID countermeasures and drill down into their impact on motor retail directly.
Joint Managing Director
Director - Supply Chain Strategy
The Acceleration of Digital Communications in Automotive
15:00 – 15:30
How the lessons of 2020 can be learned and implemented, with insight from those who have already embarked upon the journey, and customer research results.
Renewal and Retention: 2021 Vision
15:45 – 16:15
Crisis often spells an opportunity for change, from individual professional practices to entire industries. Find out how core retention processes have paid dividends in a COVID-impacted automotive marketplace and how Chrysalis Loyalty’s retail retention tools make it sustainable for future growth.
Global Head of Academy and Learning
Mercedes-Benz of Exeter