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Noah Lee, Director of Product Consulting at Cox Automotive, joins Jade Terreberry to unpack what true omnichannel retailing looks like in 2026 and why the gap between dealership “thrivers” and “strugglers” is widening fast. Noah shares what he’s hearing from thousands of dealers nationwide, the growing influence of AI‑shaped consumer expectations, and how tools like Deal Central and AMP are transforming close rates, efficiency, and customer satisfaction. He also dives into how integrated data across the Cox Automotive ecosystem creates a cradle‑to‑cradle ownership advantage—driving retention, personalization, and long‑term profitability for dealers who embrace this shift.

Guest Expert:
Noah Lee
Director of Product Consulting
Cox Automotive

Top Takeaways:

1. Most dealers think they’re omnichannel—but they’re really multichannel. Noah highlights that many dealers have the right tools but none of them talk to each other. The winners are the ones unifying their ecosystems to create one connected experience from click to close.
2. AI‑shaped consumer behavior is accelerating faster than dealer adoption. With 95% of shoppers expected to use AI in their buying journey, and only 37% of dealers believing AI matters, Noah warns of a widening experience gap that is already creating clear winners and losers.
3. Dealers drowning in tools are starving for integration. Frustrated stores often have plenty of technology, but none of it is connected. Thrivers, on the other hand, invest in training, transparency, process change, and aligning data flows across platforms.
4. Omnichannel success hinges on cradle‑to‑cradle ownership. Noah emphasizes that sales are just the starting line. By connecting data across Autotrader, KBB, Dealer.com, VinSolutions, and Xtime, dealers can increase lifetime value from ~$3,500 to upwards of $30,000 per customer.
5. The biggest unlock for 2026: treat digital retailing as your process—not a lead source. Sending every shopper into a DR workflow—online or in‑store—drives higher close rates, gross profit, and satisfaction. Noah calls this the “secret code to retailing in 2026.”

Timestamps: 

0:00 – 1:22 – Introduction

Jade welcomes listeners, introduces Noah Lee, and tees up the conversation on omnichannel strategy, AI adoption, and dealer trends for 2026.

1:22 – 2:42 – Omnichannel vs. Multichannel

Noah breaks down why many dealers believe they’re omnichannel—but are actually multichannel—with disconnected tools creating friction.

2:42 – 4:38 – Rising Consumer Expectations

Noah shares how 95% of shoppers now use AI in their buying journey and why the consumer–dealer perception gap is driving winners and losers.

4:38 – 7:32 – What Top Dealers Are Getting Right

Jade and Noah discuss strategies used by “thrivers,” including transparency, personalization, AI capabilities, and culture‑driven adoption.

7:32 – 10:16 – What’s Coming at NADA

Noah previews new AI‑powered capabilities in Deal Central and AMP, including Deal Intelligence and automated offers that improve close rates and efficiency.

10:16 – 14:44 – Dealer Sentiment & the Great Separation

Noah highlights the two camps emerging in retail—optimists and strugglers—and outlines the core priorities dealers must tackle to stay competitive.

14:44 – 17:52 – The Real Moat: Cradle‑to‑Cradle Ownership

They explore how connecting data across the Cox Automotive ecosystem boosts lifetime value and powers retention across sales and service.

17:52 – 20:02 – Noah’s #1 Piece of Advice

Noah urges dealers to stop treating digital retailing as a lead source and instead use it as their full sales process to drive higher close rates and satisfaction.

20:02 – 22:11 – Closing Thoughts

Jade wraps the episode, previews NADA, encourages listeners to subscribe, and ends with friendly banter about upcoming collaborations.

Micah Tindor joins Jade Terreberry to open the 2026 season with a deep dive into ROI as part of owning the R.O.A.D. and why it must replace gross as the primary success metric and how dealers can shift their strategies to compete in a more informed, margin‑tight market. From consumer affordability to trade‑in valuations and cultural transformation inside the dealership, they outlines the practices that will separate the winners from the rest in the coming year.

Guest Expert:
Micah Tindor
AVP of Consumer Vehicle Disposal
Kelley Blue Book ICO

Top Takeaways:

Gross is shrinking—and ROI must take center stage: Used car gross margins and F&I performance are declining, driven by consumer affordability challenges and the lowest confidence levels seen in years. Dealers must shift from “How much gross?” to “How much ROI per opportunity?”

High‑value customers and trades require lifecycle thinking: Leading dealers are using AI to analyze customer lifetime value and the total ROI potential of each trade, evaluating not just today’s front‑end profit but the multi‑transaction tail that follows.

Website leads aren’t a source—they’re an outcome: With 60–250 touchpoints in today’s shopping journeys, dealers must stop attributing website leads as origin points and instead measure the channels that drove shoppers there.

Trade‑in valuations demand transparency and data: Consumers arrive with 2–6 competing offers. Winning dealers justify their number with market data, perform sight‑unseen appraisals, and train teams on transparent talk tracks that shift emotion to logic.

Culture—not tools—is the real competitive advantage: Dealers who train their teams on new processes, embrace discomfort, and use data to inform every decision will gain market share—even in a tightening economy.

Timestamps:

0:00 – 3:22 — Welcome & 2026 Kickoff
Jade introduces Micah and sets the stage with the year’s guiding acronym: ROAD (ROI, Omnichannel, AI, Data).

3:22 – 6:48 — Why Gross Is No Longer Enough
Micah explains declining margins, consumer sentiment data, and why ROI matters more than ever.

6:48 – 8:14 — From Gross to ROI: What Dealers Are Changing
Dealers begin segmenting consumers by lifetime value and adjusting strategy accordingly.

8:14 – 11:04 — Understanding Full‑Journey ROI
Jade explains why website leads aren’t sources and why weighted engagement across 60+ touchpoints is essential.

11:04 – 14:46 — The New Trade‑In Reality
Micah breaks down shifting valuation expectations, consumer behavior, and how dealers must compete with new‑format retailers.

14:46 – 16:30 — Using Data to Build Trust and Close Gaps
Dealers use competitive set data and transparent conversations to justify their trade numbers.

16:30 – 19:45 — Training Teams for a New Era
Micah outlines the three cultural changes winning dealers are making in trade‑in and appraisal conversations.

19:45 – 22:03 — The Talk Track Every Dealer Should Adopt
Micah shares the simple market‑based script that removes emotion and builds trust.

22:03 – 23:33 — Final Advice & Closing Remarks
Micah encourages dealers to embrace discomfort, take risks, and use real data to guide decisions in 2026.