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Sitting on the technological fault line - the future for automotive retail
10:00 – 10:30
The tensions being driven by consumer car buying choice are more evident than ever, as customers vacillate between the freedom and ease of online and digitised interactions and the desire for real life experiences. We all expect to toggle seamlessly between our online and offline retail journeys, and we know what great feels like, whether it is buying a coat or buying a car. Technology sits at the centre of this online/offline fault line, and providers are creating and building solutions at an exponential rate to keep a step ahead of consumer desire. But how can OEMs and automotive retailers best navigate this emerging technological landscape, what is best for them and where will they make the strongest commercial gains? In their session on the future of technology and automotive retail, Megan Harvey and Jacqui Barker will show that the answer lies in simplicity and human-centric delivery.
Session sponsor
Speakers
(Megan) Harvey
EVP Alliances and OEMs
Keyloop
Jacqui Barker
OEM Director Global
Keyloop
10:45 –
11:15
Uniting Customers and Retailers through technology
10:45 – 11:15
CitNOW Group will be exploring how to unite the retailer and customer to engage and exceed the customer expectation at all touch points within their sales and aftersales journey. Fairchild will be presenting exclusive research looking at a customer’s digital experience, what the customer wants and industry insights. Coupled with data from the CitNOW Group companies, the session will be packed with information, insights and tips.
CitNOW Group can also be found at stand C10.
Session sponsor
Speakers
Carol Fairchild
Chief Customer Officer
CitNOW Group
11:30 –
12:00
Better Buying Journeys
11:30 – 12:00
Sinclair will explore how retailers can create the best customer experience online and in the showroom. There is no question that customer expectations of motor retailers are evolving in the third decade of the 21st century. The question is, how should established retailers react? At AM Live 2022, iVendi will be looking at how vehicle retailers can respond to this shift in consumer behaviour with a change in culture alongside the adoption of the best technology available. With the right attitude and the right technological capability, dealers of all sizes can thrive in this new world using strategies that not only maximise their online potential, but their showroom, too.
Session sponsor
Speakers
Darren Sinclair
Chief Commercial Officer
iVendi
12:15 –
12:45
Deploying advanced technology to return to basics
12:15 – 12:45
Unveiling the findings from Marketing Delivery’s latest consumer research, Evans will explore the difference between retailers where the use of digital tools accelerated as a result of the pandemic is ongoing and becoming even more sophisticated and where some bad habits, such as failing to capture more long-term leads, have been allowed to return. With new car supply issues continuing, the used car market under pressure, and inflation and cost of living spiralling, Evans will explore how digital and automated communication processes can be the difference between surviving the current crisis or falling by the wayside. Evans will draw on its vast data set providing insights into both easy wins and the rewards of looking after customers with longer vehicle replacement plans as well as real-life case studies.
Session sponsor
Speakers
Jeremy Evans
Managing Director
Marketing Delivery
13:45 –
14:15
Digital retail: so much more than selling online
13:45 – 14:15
The role of digital in the car buying journey is undeniable, with only a fraction of vehicles sold without a digital interaction. More than ever, consumers require a flexible experience that allows them to switch between physical and digital journeys seamlessly depending on their personal preferences. In this session, we discuss the expectations of today’s car buyers, highlighting what creates a successful buyer journey and exploring some of the ways automotive retailers are connecting the digital and physical worlds to create a great car buying experience. This is a panel session chaired by Philip Nothard, customer insight & strategy director for Cox Automotive Europe. Joining Philip will be Stuart Miles, managing director retail solutions at Cox Automotive Europe, Shaun Harris, commercial director, Codeweavers and two retailers.
Session sponsor
Speakers
Philip Nothard
Customer Insight & Strategy Director
Cox Automotive
Shaun Harris
Commercial Director
Codeweavers
Stuart Miles
Managing Director Retail Solutions
Cox Automotive
John O'Hanlon
Chief Executive
Waylands
Ben Archer
Managing Director
Arbury Motor Group
14:30 –
15:00
The Evolution of a Customer Experience Programme, with Lookers
14:30 – 15:00
Join Lookers' Karen Prince and Reputation as they take a deep dive into how Lookers are transforming their Customer Experience programme. The UK's third largest dealer group according to the AM100, Lookers want to create ‘customers for life’ with a CX programme that Listens, Reacts, Changes, and we'll discuss how this works in practice, and what advantages this focus and commitment on CX has brought the group.
Karen has 25-years' worth of experience in the UK's automotive sector, originally starting her career with Arnold Clark, before joining Lookers in 2014. Matthew and Pete are two of Reputation's automotive experts; Matthew having spent 12 years at Volkswagen Group, and Pete managing the accounts of some of the UK's largest dealer groups, including Lookers.
