Category: Uncategorized

Always‑On Engagement: How AI and CDPs Elevate Shopper Experience

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Always‑On Engagement: How AI and CDPs Elevate Shopper Experience

Guest Expert:
Yuriy Demidko
Chief Information Officer
Fox Motors

Guest Expert: Yuriy Demidko, Chief Information Officer at Fox Motors, joins Jade Terreberry to demystify how AI and Customer Data Platforms (CDPs) are transforming automotive retail. Yuriy explains Fox Motors’ approach to multi-touch attribution, the importance of clean, enriched data, and how CDPs drive personalized engagement and operational efficiency. He shares real-world examples of AI improving lead response and customer experience, and offers practical advice for dealers on adopting new technology and preparing for the future.

Top Takeaways:

  1. Multi-touch attribution reveals the real buyer journey: Yuriy emphasizes that tracking every touchpoint—not just first or last click—helps dealers allocate marketing spend more effectively and avoid emotional decision-making.
  2. Clean, enriched data is essential for success: Fox Motors leverages CDPs to maintain data hygiene, deduplicate records, and build accurate customer profiles, enabling smarter personalization and operational efficiency.
  3. AI drives measurable improvements in engagement: By using AI to respond to internet leads after hours and analyze customer reviews, Fox Motors boosts customer satisfaction and uncovers new sales opportunities.
  4. Adoption starts with tackling micro friction points: Yuriy advises dealers to focus on solving specific operational challenges rather than overhauling entire processes, and to champion change with passionate leadership.
  5. Dealers must experiment and adapt to stay competitive: The key to future success is embracing technology, cleaning up data, and being willing to try, fail, and iterate—waiting risks falling irrecoverably behind.

Timestamps: 

0:00 – 1:42 – Introduction

Jade Terreberry welcomes listeners and introduces guest Yuriy Demidko, Chief Information Officer at Fox Motors, previewing the discussion on AI, CDPs, and attribution in automotive retail.

1:42 – 5:59 – Multi-Touch Attribution & Weighted Engagement

Yuriy explains Fox Motors’ approach to multi-touch attribution, the importance of tracking all consumer touchpoints, and how weighted engagement formulas guide smarter marketing spend.

5:59 – 9:14 – Data Hygiene & Customer Data Platforms

Discussion shifts to the role of CDPs in maintaining clean, enriched data, building accurate customer profiles, and unlocking new revenue opportunities through personalization.

9:14 – 16:32 – AI in Dealership Operations

Yuriy shares real-world examples of AI improving lead response after hours, analyzing customer reviews for actionable insights, and driving measurable improvements in customer experience and finance sales.

16:32 – 20:36 – Technology Adoption & Change Management

Yuriy offers advice on driving operational change, emphasizing the importance of tackling micro friction points, championing new technology, and building buy-in across the organization.

20:36 – 22:16 – Preparing for the Future

Final thoughts from Yuriy on the need for clean data, willingness to experiment, and embracing technology to stay competitive in 2026 and beyond.

22:16 – 24:09 – Closing Remarks

Jade wraps up the episode, encourages listeners to connect with Yuriy, and previews upcoming content for the podcast.

Reimagining Deal Rehashing: A Smarter Path to Loan Growth 

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Featuring AVP/Lender Strategist Andy Mayers with insights from the latest Cox Automotive Research 

Deal Rehashing, Reimagined: A Smarter Way to Win More Loans 

In the current fast-paced and competitive auto retailing landscape, lenders face mounting pressure to deliver speed, flexibility, and efficiency for their dealer partners. This challenge intensifies when rehashing comes into play—a common, persistent by-product of deal making, especially in an era defined by affordability concerns. 

But just because rehashing has been around since the last century doesn’t mean the way it’s performed should stay stuck in the past. Technology and automation are transforming every corner of our industry. And as a pioneer in automotive retail technology, Cox Automotive has paved the way for a smarter, faster approach to rehashing and deal finalization. 

The New Way to Rehash Deals 

Alternative Deal Structures (ADS) reboots the traditional rehashing process. Instead of relying on phone calls or static grids of pre-approved alternative options returned with a credit application decision, ADS delivers a dynamic and automated experience that fast-tracks deal finalization, improves customer satisfaction, and streamlines dealer (and lender) workflows. 

With ADS, lenders can return up to 30 pre-approved alternative deal structures alongside their credit application decision. Dealers can then select a different structure—without having to manually update and resubmit the application. A simple checkbox triggers an automatic update, sending the revised deal back to the lender’s LOS with the new terms in place. 

This isn’t simply a tech upgrade, it’s workflow optimization. And, particularly for early adopters, it’s a competitive advantage. 

Why So Important — and Why Now 

Affordability remains a key factor in vehicle selection and financing. Helping dealers land consumers on a structure they can agree to—quickly and easily—is the hallmark of a strong lender partnership. According to Cox Automotive’s dealer relationship studies, lenders who offer this kind of flexibility and clear communication rise to the top of dealer consideration lists. 

ADS supports this by: 

  • Reducing time — and friction – in the deal making process. 
  • Enhancing dealer satisfaction, which can lead to increased lender preference. 
  • Enhancing buyer satisfaction by supporting dealers through sensitive credit conversations and faster deal finalization that improve their customer satisfaction scores  

And as more consumers shift toward online shopping and digital financing, ADS positions lenders to capture eCommerce-driven originations—a channel poised for continue growth. 

  

Lenders benefit from: 

  • Operational Efficiency: Automatic delivery of alternative structures that still meet a lender’s buying standards, along with automated deal updates and credit app synchronization, save analysts time and speed funding workflows  
  • Competitive Advantage: Early adopters gain favor by helping dealers close more deals, faster  
  • Making it easier for dealers to do business  favorably impacts look-to-book 

Let’s Partner to Keep Moving Our Industry Forward

Looking back on a long history of working with lenders and LOS providers to drive F&I transformation—taking the industry from faxed credit applications and paper contracts to fully digital workflows — today’s consumers can buy a vehicle 100% online. This modernized approach to Rehashing is simply another process improvement step in that evolution, enabling dealer partners to finalize more deals faster. And that’s simply good business for all. 

Let’s partner to deliver this much-improved experience that gets deals done fastest — and boosts your bottom line. 

 Consult with a Cox Automotive Lender Solutions expert today. 

Deal Central: Navigating the AI Agent Era in Automotive Retail

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Deal Central: Navigating the AI Agent Era in Automotive Retail

This infographic introduces Deal Central, Cox Automotive’s AI-powered deal-making technology, designed to transform the car buying experience for both consumers and dealerships. It highlights the growing influence of AI agents, which not only answer shopper questions but also take meaningful actions—such as scheduling test drives, initiating pre-approvals, and drafting outreach emails. The piece addresses the “Experience Gap” in digital retail, showing how most dealerships lag behind consumer expectations for seamless online-to-in-store journeys. Key statistics reveal that digital steps save time and boost satisfaction, with 65% of shoppers preferring to complete most steps online and 81% of digital buyers reporting high satisfaction. Deal Central empowers dealers to automate workflows, synchronize customer data, and deliver a frictionless experience, positioning them to thrive in the new era of AI-driven automotive retail.

Technology turns alternative deal structures into 21st century competitive advantage 

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Today’s tech innovation and automation help you meet today’s market demands and grow originations.

0:05
And we’re back.


0:06
I’m Greg Payne, Marketing Manager with Cox Automotive and I’m joined yet again by my colleague Andy Mayors, AVP of Deal Track Lender Solutions.


0:15
So Andy, what we’re coming to do together to do today is actually discuss our next topic in the small Byte series, alternative deal structures.


0:22
Now in our last session, you did a great job of unpacking 2 AP is that enable consumers to find a monthly payment that they can live with and have their financing approved before they engage with a dealer.


0:33
So let’s keep that train moving to the next logical step in the process and facilitating deal finalization.


0:39
Now, why should lenders implement alternative deal structures?


0:42
Well, I think alternative deal structures is another example of driving efficiency and automation in the auto finance space.


0:49
And just to step back, alternative deal structures is the ability for a lending partner to send multiple approvals back to a dealer and or a consumer.


1:00
So then the event that a consumer wants to change their mind, they can do that without requiring another application coming back into the lender.


1:08
So think about it this way.


1:10
I go in and we use finance services, I use my payment services.


1:13
I calculated a deal at 60 months and then all of a sudden I decided, you know what, I want to change my mind.


1:19
Well, changing my mind means a new application in some cases, but alternative deal structures actually gives us the power to communicate back to the dealer and the consumer that if you change your mind from 60 months to 72, you can still be approved at this LTV and this rate.


1:36
So I think when you talk about alternative deal structures, you’re really talking about giving more capability for a consumer to change their be what they want, give more flexibility to dealers to restructure deals so they can generate more profitability.


1:50
So that’s why ADS or alternate deal structures are important.


1:53
As you mentioned, you know, we did a study and like 70% of our dealers told us it’s beneficial to have multiple approvals back from the same lender so they can restructure deal and maximize profitability.


2:04
From our lending perspective, you know, as we move to more automation drives efficiency, but it also opens up an opportunity for a lender to pack, perhaps get a deal that they might not have gotten before.


2:18
Because traditionally when a dealer submits an application for 60 months, you know, let’s say bank A says, OK, I’ll do 60 months at 9%.


2:26
Well, the dealer may say that’s not like the best rate I could get.


2:28
But if they also saw that they could do 72 months at a lower rate, they may say, you know what, that’s a good deal for me or I can, you know, put a little more money down South ADS or alternate deal structures is really important for helping the dealer and ultimately the consumer get faster decisions and eliminates the need for dealers to rehash with our lenders, cuts down costs and savings and allows lenders to potentially win more business than what they have today.


2:55
It’s, it’s important as our technology and our, our financing journey evolves more intelligence and what we can provide back to dealers and consumers.


3:05
ADS is a great example of that.


3:07
All righty.


3:08
Thanks, Andy for that.


3:08
Great explanation on alternative deal structures sounds once again like another straightforward improvement.


3:14
And that one sounds like one that every lender should be implementing as well.


3:18
It sure is.


3:19
I I really think that as our industry’s evolving Greg, that alternative deal structures is going to be table stakes.


3:26
As we’ve mentioned a couple times before, obviously it’s relatively new in the industry.


3:30
We’re still working with the loan origination system providers to have it more standard in their responses.


3:36
We actually have lenders that send something like ADS back today, but it’s in a very static text.


3:41
We want to make that more data-driven so we can use the data to help our customers.


3:46
But I, I definitely think that ADS is, is one of those things that we’ll look back in a few years from now and say this is where the industry needs to be from a financing perspective.


3:56
And it only once again helps with this financing journey and workflow of driving efficiency.


4:02
You know, first you structured the deal with a payment, then you actually got your approval.


4:07
Now you modified your deal again and you’ll get another approval back with ADS without requiring another deal to go back to you.


4:14
And then it helps take us to the next step, which is really the funding and you know, how you manage your steps and documents.


4:20
So we’ll talk about that soon, I’m sure.


4:22
Absolutely.


4:24
We’re really looking forward to that and our next discussion as we talk about structured steps.


4:28
And I know our lender partners are going to be looking forward to that one as well.


4:31
So thank you, Andy, for joining me again today.


4:34
And thanks to everyone in the listening audience for tuning in.


4:37
Join us next time for the next topic in our small bites discussion, Structure Steps.


4:41
Until next time, have a great day.

Start Small, Scale Smart: A Practical Path to AI for Modern Dealerships

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Start Small, Scale Smart: A Practical Path to AI for Modern Dealerships

Guest Expert:
Amy Anderson
Senior Director, Market & Consumer Research
Cox Automotive

Guest Expert: Amy Anderson, Senior Director of Market & Consumer Research at Cox Automotive, joins Jade Terreberry to share powerful insights from the latest AI Readiness Study. Amy reveals how leading dealers are turning AI into real business results—boosting efficiency, customer engagement, and profitability—while overcoming challenges like trust, data quality, and training. Her advice: start small, build a clear plan, and measure progress. Dealers who take action now are gaining a competitive edge and unlocking the true potential of AI in automotive retail.

Top Takeaways:

  1. AI is moving from buzzword to business driver: 81% of dealers say AI is here to stay, and 63% see investing in it as essential for long-term success. The momentum is real—and those who lean in are already seeing results.
  2. Overcoming barriers unlocks opportunity: Dealers are tackling challenges like trust, data reliability, and training. By investing in education and improving data quality, they’re building confidence and setting the stage for smarter operations.
  3. Success starts with a plan—and small wins: The most successful dealers don’t wait for perfection. They start with focused pilots, measure outcomes, and iterate—leading to greater efficiency, profitability, and a competitive edge.
  4. Tailored AI solutions deliver real impact: From personalized marketing to predictive pricing, dealers who apply AI to their unique needs are seeing the biggest gains in revenue and customer engagement.
  5. Implementation is easier than you think: 81% of dealers who’ve adopted AI found it simpler than expected. The key? Take action, solve one real business problem at a time, and watch your dealership transform.

Timestamps: 

0:00 – 1:30 – Introduction & Why AI Readiness Matters

Jade Terreberry introduces the episode and guest Amy Anderson, and previews the discussion on the importance of AI for dealers.

1:30 – 2:30 – Dealer Attitudes Toward AI

Amy shares key stats from the AI Readiness Study, showing strong dealer confidence and commitment to AI adoption.

2:30 – 4:04 – Barriers to Adoption

Jade and Amy discuss the biggest challenges dealers face—trust, data reliability, and training—and strategies to overcome them.

4:04 – 5:38 – What Sets Successful Dealers Apart

Amy explains how having a formal plan, starting small, and iterating leads to stronger performance and measurable benefits.

5:38 – 7:29 – Practical Applications & Impact

The conversation highlights where AI is making the most difference, including marketing, pricing, and predictive outreach.

7:29 – 8:20 – Overcoming Hesitation & Entry Barriers

Jade and Amy address common misconceptions about AI implementation and encourage dealers to take the first step.

8:20 – 10:20 – Implementation Insights & Dealer Experiences

Amy reveals that most dealers found AI adoption easier than expected, emphasizing the value of solving real business problems.

10:20 – 11:10 – Closing Thoughts & Call to Action

Jade wraps up the episode, encourages listeners to explore the full AI Readiness Study, and thanks Amy for her insights.

Paving the R.O.A.D. Forward: How Dealers Can Win with ROI, Omnichannel, AI, and Data

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Paving the R.O.A.D. Forward: How Dealers Can Win with ROI, Omnichannel, AI, and Data

Guest Experts:
Elizabeth Stegall
Senior Director of Client Retention
Autotrader, Kelley Blue Book and ICO

Bethany Johnson
Strategic Planning Director
vAuto

Guest Experts: Elizabeth Stegall, Senior Director of Client Retention for Autotrader, Kelley Blue Book, and ICO, and Bethany Johnson, Strategic Planning Director at vAuto, join Jade Terreberry to break down essential strategies for dealers and OEMs to thrive in 2026, focusing on the acronym R.O.A.D.: ROI Focus, Omnichannel Everything, Application and Adoption of AI, and Database Decision Making. Together, they share straightforward ways for dealers to move beyond outdated metrics, simplify inventory management, and harness AI and data in everyday operations. Their advice empowers automotive leaders to connect with customers, run a smoother business, and stay ahead of the competition in the year to come.

Top Takeaways:

  1. ROI and real sales matter more than old metrics: Elizabeth and Bethany urge dealers to move beyond lead counts and last-click attribution, focusing instead on actual sales and meaningful customer outcomes.
  2. Omnichannel strategies drive engagement and loyalty: Delivering a seamless experience—online and in-store—is now essential. Dealers who connect with shoppers across all channels see higher engagement, better retention, and increased sales.
  3. AI and real-time data are transforming operations: Adopting AI-powered tools and leveraging up-to-date data helps dealers optimize inventory, marketing, and customer interactions for greater efficiency and profitability.
  4. Inventory acquisition requires discipline and diversification: Bethany highlights the importance of using all seven acquisition channels and continually refining strategies to ensure the right vehicles are available to meet demand.
  5. Dealership websites are the new walk-in: Jade’s advice: treat your website as a primary sales channel in your CRM. Understanding where customers originate—virtual or physical—helps dealers capture more opportunities and adapt to changing shopper behavior.

Timestamps: 
0:00 – 0:49 – Introduction

Jade Terreberry welcomes listeners, introduces Elizabeth Stegall and Bethany Johnson, and previews the episode’s focus on automotive trends and strategies for dealers and OEMs.

0:49 – 2:16 – Setting the Stage: R.O.A.D. for 2026

Jade introduces the R.O.A.D. acronym—ROI Focus, Omnichannel Everything, Application and Adoption of AI, and Database Decision Making—as the framework for thriving in the year ahead.

2:16 – 5:40 – R: ROI Focus & Evolving Metrics

Elizabeth discusses the shift away from outdated metrics, the importance of understanding the full consumer journey, and how new attribution models help dealers measure what truly drives sales.

5:40 – 11:10 – O: Omnichannel Everything

Bethany and Elizabeth explore omnichannel strategies, emphasizing seamless connectivity between online and in-store experiences, and the impact on inventory management and customer engagement.

11:10 – 16:17 – A: Application and Adoption of AI

Elizabeth and Bethany share practical advice for adopting AI, leveraging trusted partners, and using real-time data to improve efficiency, personalization, and profitability.

16:17 – 18:26 – D: Database Decision Making

The conversation turns to using data as a daily operating tool, with insights on how real-time, high-quality data enables smarter decisions and drives long-term success.

18:26 – 20:22 – Top Advice for Dealers in 2026

Jade asks Elizabeth and Bethany for their one big piece of advice. Bethany highlights disciplined inventory acquisition across all channels, while Elizabeth stresses efficiency and focusing on the metrics that matter. Jade adds the importance of treating dealership websites as key sales channels.

20:22 – 21:55 – Closing Thoughts

Jade wraps up the episode, previews future topics, and encourages listeners to subscribe for more insights on navigating the road ahead in automotive retail.

2025 Fixed Ops Focus Series: Common Fixed Ops Misconceptions

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Watch our latest 30 minute webinar hosted by Matt Warpinski and Tiffani Stefanescu, Directors of Performance Management at Xtime, as they share actionable insights and best practices on how your dealership can address some of the most common misconceptions of fixed operations so that you and your team can improve service performance and drive revenue growth.

Learn about how overcoming these misconceptions can positively impact customer perceptions, help you sell more services by using perceived value vs. cost, and remove client mistrust to increase retention. This recorded session, which includes Q&A, will help you stay ahead with Xtime’s cutting-edge solutions.

The ‘AI Moment’: Why Standing Still Isn’t an Option in Automotive 

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The ‘AI Moment’: Why Standing Still Isn’t an Option in Automotive

The automotive retail industry is buzzing with talk of AI, but most dealers are still trying to figure out where they stand, and more importantly, where consumers and car shoppers stand when it comes to using AI. But even in just over the few past few years, AI adoption has exponentially increased. And now is your time to get ready for what’s coming quickly down the road.  

The latest Cox Automotive study1 reveals that dealers who use AI intentionally are seeing real improvements in profitability, efficiency, and customer satisfaction—and there are practical ways for others to do the same.  

Let’s look at the key findings and highlight the actions you and your team should be taking as you strategize for 2026.  

Why AI Matters – What Dealers Stand to Gain 

AI isn’t just another tool – it’s a way for dealers to:

  • Respond to leads faster, so fewer opportunities slip away. 
  • Make smarter pricing and inventory decisions, maximizing every car on the lot. 
  • Connect with shoppers in a personal way, reaching buyers with the right message at the right time. 
  • Streamline daily tasks, freeing up staff to focus on selling and service. 
  • See real growth – dealers using AI are 50% more likely to report stronger sales and profits. 

Whether the goal is to fix everyday headaches or find new ways to grow, AI delivers results that matter – today and for the future. 

Clearing Up the Concerns 

It’s normal to have questions about bringing AI into the dealership. The study highlights a few key points that help clear up the most common concerns: 

  • Getting started is easier than expected. Over 80% of dealers who’ve adopted AI say the transition was smoother than anticipated. 
  • AI supports staff, not replaces them. Automation takes care of repetitive tasks, so people can focus on what they do best – serving customers and closing deals. 
  • No need to be a tech expert. Dealers found that starting small and building on early wins works, no matter the team’s experience level. 

AI isn’t here to take over – it’s here to help dealers work smarter and deliver a better experience for customers. The real risk? Sitting on the sidelines while competitors race ahead. 

The Data-Driven Advantage 

Dealers who go all-in on AI are 50% more likely to report stronger sales, smoother operations, and higher profits than those who just dabble. And if complexity is a concern, remember – 81% say getting started was easier than expected. 

Graphic showing two key AI adoption statistics for automotive dealers. Left side: 'Dealers who have fully adopted and optimized AI are 50% more likely to report revenue growth, efficiency gains, and higher profitability than those who are just dabbling.' Right side: '81% say implementation was easier than expected, compared to just 10% of other dealers in the study.' The percentages 50% and 81% are highlighted in large orange text.

Level Up: How Dealers Can Make AI Work 

Ready to take action? Here’s a few things to consider as you’re reviewing and building your AI plan with your team for next year:  

  1. Pinpoint your bottlenecks. Where is time lost or opportunities missed? 
  2. Set clear goals and KPIs. Define what success looks like and track progress. 
  3. Build buy-in across your team. Share the plan, appoint champions, and celebrate early wins. 
  4. Pilot, learn, and scale. Start small, gather feedback, and refine your approach. 
  5. Make AI part of your everyday life. Encourage use in daily workflows and keep training a priority.  
  6. Clean your data. AI relies on clean, connected, up-to-date information that is easily ‘crawlable’ – gain visibility by optimizing your data. 

Easy Ways to Get Started Now 

No need to overcomplicate or fear AI. There are easy ways to get moving now so that you’re not left behind: 

  • Automate lead follow-up and appointment scheduling. 
  • Personalize communications with predictive insights. 
  • Use AI-powered pricing tools to maximize every vehicle’s ROI. 
  • Review performance regularly and adjust your strategy. 

For the Road Forward 

AI isn’t about replacing people or fearing something that’s coming at us 100mph – it’s about preparing for the exponential growth in use that is inevitable. It’s time to adopt, strategize, and help your team work smarter, not harder.  

Whether you’re just starting out or already using AI to optimize your efficiencies, and ultimately, profitability, the key is to take action. The longer dealers wait, the more they risk falling behind competitors who are already seeing results. 

With AI-driven search and car buying tools, Autotrader can help you experience more sales. We’re here to partner with you as we all navigate the new world of AI together.  

Download the full eBook, “A Dealer’s Guide to Driving Outcomes with AI,” for practical tips, real-world examples, and a step-by-step roadmap to level up your dealership. 

Want to hear more about AI in automotive from Cox Automotive experts?

Register for our Dealer Partner exclusive Automotive News webinar

1: How This Study Was Conducted 

This report is based on a June 2025 survey of 516 decision makers and influencers at franchise dealerships. Additional insights were gathered through surveys and interviews with dealership leaders actively involved in AI adoption. Unless otherwise cited, all data presented in this eBook is sourced from the 2025 Cox Automotive AI Readiness Study. 

Win Service Customers with Transparency, Expertise, Automation & Communication 

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Your service customers want to take control of their experiences. This eBook discusses how dealerships can win customers by providing them with flexibility, support, education and transparency. Discover actionable strategies that will help customers feel more empowered in the service drive in ways that drive conversion, more dollars per RO, and overall service revenue. 

What You’ll Learn:  

  • Empowering Buyers with Flexibility: Discover how to give customers confidence with the ability to schedule appointments and see personalized service recommendations online and also check in online when they arrive. 
  • Building Trust: Learn how you can speed up ASR approvals by sharing photos and videos of recommended repairs, clearly showing the value of your team’s expertise. 
  • Increasing Transparency: See how tailored pricing menus, real-time status updates and real-time communications personalize the service experience and keep customers engaged. 

Download your copy now to learn more about the drivers of customer satisfaction during the financing process. 

Competing Beyond the Offer: Why Dealers Need a Long Tail Strategy Now

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Competing Beyond the Offer: Why Dealers Need a Long Tail Strategy Now

How do you win beyond the offer without racing to the highest upfront number? In this quick-hitting 13‑minute For the Road Forward episode, host Jade Terreberry sits down with Micah Tindor to unpack why shifting consumer behavior demands that dealers adopt a long‑tail acquisition strategy—and how pairing that approach with Kelley Blue Book® Instant Cash Offer (KBB ICO) helps dealers win more trades, source the right vehicles, and build durable lifetime value.