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The conversations coming out of NADA 2026 made one thing clear: fixed ops is no longer just about efficiency behind the scenes—it’s about delivering a service experience that meets modern customer expectations while supporting dealership profitability. 

In the first Xtime Fixed Ops Focus webinar of 2026, Xtime leaders recapped the biggest takeaways from the show and explored how evolving technology, smarter workflows, and clearer communication are reshaping the service lane. The message was consistent throughout the session: dealerships that simplify processes and improve transparency are better positioned to earn trust and drive long‑term growth. 

Here’s a closer look at what stood out. 

The Service Experience Is Becoming More Seamless and Connected

Today’s customers expect convenience at every step of the service journey. From booking an appointment to approving work and completing payment, friction anywhere in the process can impact satisfaction and loyalty. 

One major theme from NADA 2026 was the growing importance of connected service experiences—where scheduling, check‑in, inspections, communication, and follow‑up all work together instead of in silos. When those processes are aligned, dealerships can reduce delays, minimize confusion, and deliver a more consistent experience for both customers and staff. 

Rather than relying on disconnected tools, dealers are increasingly looking for platforms that support the entire service lifecycle and help teams work more efficiently without adding complexity.

AI and Automation Are Having Everyday Impact

Artificial intelligence and automation continue to be major topics across the industry, but the conversation has evolved. At NADA 2026, the focus wasn’t on whether AI and automation belong in fixed ops—it was on how they can be used responsibly and effectively. 

During the webinar, speakers discussed how automation and AI‑driven tools are being applied to everyday service operations, helping teams respond faster, reduce manual effort, and communicate more consistently with customers. When used thoughtfully, these capabilities allow for dealership follow up on opportunities that might otherwise be missed and tailor outreach based on customer needs and service history. 

The key takeaway: AI and automation work best when they support people, not when they add another layer of complexity.

Visual Communication Redefines How Dealerships Build Trust

Another major trend highlighted during the webinar was the growing role of visual media in the service lane. Photos and videos captured during inspections are becoming an essential part of how advisors explain vehicle conditions and recommendations. 

When customers can see what’s happening with their vehicle, conversations tend to be clearer and decisions happen faster. Enhanced media tools such as clearer audio, easier editing, and better presentation, help customers understand which repairs need to be done and boost confidence in the professionalism of your service team. 

As expectations for transparency continue to rise, visual proof is quickly becoming a standard part of the modern service experience rather than a differentiator.

Payments and Processes Are Catching Up to Customer Expectations

NADA 2026 also highlighted a broader shift toward simplifying operational workflows, especially when it comes to payments and repair order management. 

Customers increasingly expect digital, flexible payment options that don’t slow down pickup or create unnecessary back‑and‑forth. At the same time, dealership teams are looking for ways to modernize their payment workflow with features like Apple and Google pay options and the ability to recover credit card surcharges. 

More streamlined payment experiences and deeper system integrations can help address both sides of that equation, creating a smoother experience for customers while supporting efficiency in the service department.

Looking Ahead: Less Friction, More Focus

Across every topic discussed in the Fixed Ops Focus webinar, one idea stood out: the future of fixed ops is about making things easier—for customers, advisors, technicians, and managers alike. 

As technology continues to evolve, dealerships are prioritizing solutions that: 

• Reduce unnecessary steps
• Improve clarity and communication
• Support smarter decision-making
• Strengthen long‑term customer relationships

Xtime’s ongoing focus remains on helping dealerships adapt to these changes with tools and workflows designed for today’s service lane while keeping an eye on what’s coming next. Our suite of solutions is built around four core capabilities that work together to meet those demands: 

• Schedule – Give customers the flexibility to book appointments on their terms, any time. 
• Engage – Deliver a fast, seamless check‑in experience that sets the tone for the entire visit.
• Inspect – Use multimedia and real‑time insights to clearly communicate vehicle needs and build trust.
• Invite – Drive demand with targeted, multi‑channel outreach that brings customers back to the service lane.

When these solutions are connected, you can deliver a consistent, customer‑centric experience from appointment scheduling through payment—without adding complexity for your staff.

Want to know more? 

Talk to your sales rep or take a self-guided demo to see how Xtime solutions work together to keep your fixed ops ahead of the competition. 

Summary:

• Post‑NADA 2026, dealers are moving past AI hype to focus on execution and tightening appraisals, accelerating acquisition, and sourcing more vehicles. 
• Top acquisition strategies prioritize early signals: connected systems, photo‑backed appraisals, and consistent follow‑up to reduce friction and re‑work.
• Kelley Blue Book^® Instant Cash Offer helps dealers put these strategies into action with data‑driven workflows and emerging AI capabilities that strengthen valuation confidence. 

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Dealers didn’t come to NADA 2026 for hype—they came for what to do next when they got back to work. Whether you made it to Las Vegas or were busy holding down the fort at the dealership, one thing is clear: you need more cars! It’s time to talk about your acquisition strategy and the tools and technology that tighten appraisals and reduce friction across every channel. Read below for your  post‑show action plan, the AI realities behind it, and the inventory plays dealers are talking about. 

Your 30-Day Post-NADA Action Plan

Below are the steps you can take in the next 30 days to tighten appraisals, strengthen acquisition, and reduce friction across every channel. 

These seven steps reflect what the Kelley Blue Book^® Instant Cash Offer team learned from winning dealerships, and the big takeaways for teams ready to operationalize back home. 

1. Bring affordability into the conversation early, clearly, and confidently. 

Affordability is now the priority. It shapes every acquisition conversation. With payments hovering around $740–$750¹ and roughly 1 in 5 buyers paying $1,000+², shoppers are doing math constantly. Bottom line: they need your help. Dealers who lead with transparent valuation factors, set expectations with real data, and invite a counteroffer when appropriate will keep deals moving even when negative equity threatens momentum. This isn’t about selling harder. It’s about framing numbers in a way that builds trust. 

2. Track only the KPIs that matter and review them weekly. 

Effective acquisition strategies don’t rely on more metrics. They rely on the right ones, reviewed consistently. High‑performing teams focus on a tight KPI set that shows both appraisal health and sourcing efficiency: look‑to‑book, appraisal cycle time, percentage of photo‑backed offers, units sourced from service, and overall cost‑to‑market. 

Just as important is understanding how each sourcing channel is performing within your broader acquisition mix. Tracking volume alone isn’t enough; dealers need visibility into cost per acquired unit, conversion rates by channel, and time‑to‑sale to assess true ROI. Reviewing these KPIs weekly helps identify which channels are pulling their weight, which need refinement, and where rebalancing your channel blend could unlock better results. 

Rather than focusing on perfection, aim for momentum. A disciplined, data‑driven view of both performance and channel contribution allows your team to make proactive adjustments, double down on what’s working, and build a resilient acquisition strategy that performs in any market.

3.  Align with solution partners that optimize the consumer experience

As consumer expectations continue to rise, acquisition strategies are only as strong as the experiences that support them. Dealers are increasingly prioritizing solution partners that simplify the selling journey for consumers while also reducing friction for internal teams. When tools are designed around how consumers actually engage — across devices, channels, and timelines — participation increases and satisfaction improves. 

The right partners help remove unnecessary steps, align valuation logic across touchpoints, and create a consistent omnichannel experience from first interaction through appraisal and follow‑up. This alignment not only builds consumer confidence, but it also gives dealership teams cleaner inputs, clearer signals, and fewer hand‑offs that introduce errors. By investing in solutions that are purpose‑built to work together, dealers can improve engagement without adding complexity — and create acquisition experiences that scale as expectations continue to evolve.

4. Extend your follow‑up well beyond Day 30. 

Winning more acquisition opportunities requires aligning follow‑up with real consumer timelines, not arbitrary cutoffs.   While 56% of Kelley Blue Book^® Instant Cash Offer users sell within the first three weeks³, many others take significantly longer to transact, leaving a well-documented “47‑day gap” where offers and opportunities quietly age out. Building longer, automated follow‑up cadences (60–90 days) can instantly put you ahead of competitors who simply stop too soon. 

5. Treat the service drive like the sourcing channel it is.

For dealers focused on building a more resilient acquisition strategy,  the service drive continues to be one of the most effective, yet underutilized, sourcing channels. Stores that integrate appraisal prompts into the service experience are consistently sourcing vehicles directly from loyal customers who already trust their team and are physically on-site. By introducing the opportunity for a service customer to “raise their hand” and request a valuation while their vehicle will be in for service, dealers can acquire more local, lower-cost inventory without competing in external marketplaces or adding operational complexity.

6. Connect the dots across your retail systems. 

The biggest efficiency gains today come from connected systems. When your marketplace signals, appraisal workflows, CRM stages, and service-lane prompts are connected, your team moves faster and makes fewer errors. This is where assistive AI shines: it helps teams act earlier, prioritize better, and avoid redundant tasks because the system already knows what happened upstream. A quick internal audit of “where we retype information” or “where statuses don’t match” can unlock surprising time savings.

7. Capture condition earlier, and visually

Reducing appraisal friction starts with better condition signals earlier in the process. When sellers share photos upfront, your team can anchor valuations in real-world vehicle condition instead of assumptions. When photos are collected early, downstream decisions become faster and more consistent, reducing re‑work, re‑appraisals, and friction at the point of transaction. This approach is already taking shape with emerging capabilities like AI Remote Damage Assessment within  Kelley Blue Book^® Instant Cash Offer,  which uses seller-submitted photos to identify exterior damage and set expectations sooner. It’s a small step that pays off in tighter valuations and fewer re‑appraisals later.

It’s time to put your acquisition strategy into motion

Dealers that consistently win inventory are doing a few things differently: they act earlier, rely on connected data, and remove friction wherever possible. Assistive AI plays a role, but the real advantage comes from aligning people, processes, and systems around a clear acquisition strategy. When information flows cleanly across appraisal, CRM, and service workflows, teams spend less time managing exceptions and more time moving deals forward with confidence. 

This plan is designed to help dealers take control of what they can — tightening appraisals, improving engagement, and scaling smarter acquisition practices without adding lift. The result is a strategy that works not just today, but as expectations, technology, and market conditions continue to change. 

If NADA 2026 proved anything, it’s that dealers are ready to prioritize their acquisition strategy. The seven steps in this action plan aren’t heavy lifts; they’re momentum builders. 

Ready to take the next step?

See how Kelley Blue Book^® Instant Cash Offer and new AI-driven tools expand your sourcing pipeline and accelerate growth with your personal, self-driven demo here:

1. Experian Information Solutions, 3^rd quarter 2025 (Car Payments) 

2. Edmunds 

3. Source: 2024 KBB ICO Transactions   

Car shoppers don’t start their journey when they walk into your car dealership. Long before a lead hits your CRM, they’ve already explored options, compared prices, and built expectations through digital research.

Behavioral data gives your team the context behind those choices — and when paired with your instincts, it removes friction and opens more doors. It’s not intuition or technology. Its intuition powered by better information.

Beyond the Showroom

The buying journey has moved upstream.

Shoppers aren’t waiting to talk; they’re forming opinions earlier and faster than ever.

Recent Cox Automotive research shows:

87% start online

72% say personalization matters just as much as price

So, it’s worth asking: Is your process keeping pace with how shoppers decide today?

From Data to Direction

Dealerships collect plenty of data. But too often, it sits unused. Without a way to connect the dots, teams default to generic outreach, mistimed follow-ups, and conversations that don’t match what the shopper needs.

When data becomes direction, though, everything changes. You see the signals. You act while your shopper is engaged. You remove the back-and-forth that slows deals down.

Instead of reacting after momentum fades, your team moves in the moment that matters.

The Real Shift: From Reactive to Predictive

AI works best as a heads-up display, surfacing what matters so your team can look ahead, not backward, always checking the rearview mirror.

With real-time and behavioral insight, your team can:

• Spot shopper intent before they raise their hand
• Personalize experiences with purpose
• Reduce friction throughout the deal
• Build confidence backed by clarity

AI doesn’t replace your expertise; it simply removes the barriers that keep your expertise from shining through.

One Deal. One Story. One Connected Experience.

Shoppers move fast. Your deal experience should too. Deal Central from Cox Automotive brings sales teams, managers, and shoppers together around a single source of truth: eliminating the disconnect that often kills deals.

• Sales View: Collaborate with shoppers in real time, whether the deal happens online, in the showroom, or somewhere in between.
• Manager View: Finalize deals faster with real-time structures, approvals, and shopper signals.
• Deal Pulse: See AI-driven insights that reveal the deal a shopper is most likely to accept.

When everyone is aligned around the same data and insights, deals move forward, faster.

When Timing Aligns, Everything Clicks

The best buying experiences feel natural. When conversations reflect the work shoppers have already done online, trust builds. Decisions feel easier. And deal paths become smoother.

Deal Central creates continuity. By uniting shopper behavior, AI-driven insight, and dealership expertise into a single, connected deal experience, you meet shoppers where they are and more deals come together.

You Can’t Afford to Wait for “Someday”

The future of automotive retail is already unfolding now—in your current pipeline of potential customers. Empower your people with tools that turn data into insights and give your customers a better experience.

Ready to see Deal Central in action? Experience how AI-powered insights can turn your data into more deals.

Most dealerships collect data—few turn it into direction teams can use. See how activating behavioral and real-time insight helps you move upstream in the buyer journey, predict next best actions, personalize at the right moment, and reduce friction so deals move forward faster.

How clearer, acronym-free guidance on all docs you require speeds financing approval, contracting, and funding.

0:04 
And we’re back. 

 
0:06 
Welcome to another episode of Small Bites. 

 
0:08 
I’m Greg Payne, Marketing Manager with Cox Automotive, and I’m joined once again by my colleague Andy Mayors, AVP of Dealer Track Lender Solutions. 

 
0:17 
Andy, I’ve really got to say that I’ve been joining these Small Bites sessions we’ve done so far. 

 
0:22 
Now in our last video, we talked about alternative deal structures and you mentioned that the next step in improving the deal making and funding process is something called structured steps. 

 
0:32 
Now tell me what exactly do structured steps enhance? 

 
0:35 
Is the dealer track credit application network? 

 
0:38 
Is the dealer workflow? 

 
0:39 
Is it the lender workflow? 

 
0:41 
I’m not quite sure. 

 
0:42 
But I do know that whatever it is, it’ll be be beneficial for all parties, lenders, dealers and consumers, am I right? 

 
0:50 
Absolutely, Greg, you’re getting good at this stuff. 

 
0:53 
Spend more time together. 

 
0:54 
You’ll be an expert in your own right taking out a job, probably. 

 
0:58 
But no, I mean structure stips, you know, as we, as we talk about our evolution of auto finance, you know, a lot of things that I always talk about as operational efficiency for both the dealer, the lender, the consumer and structure stips is a great example of where we can improve what we communicate back to both dealers and consumers on a digital journey. 

 
1:19 
Traditionally, as most people know, stipulations have been very cryptic, sometimes very easy for a buyer to send to a dealer back POI or POR or something like that. 

 
1:31 
But as we looked and as we’ve been talking about since consumers are now part of this journey, it’s really important not to just send back POR, but it’s also important to say that that proof of residence could be satisfied by a specific document. 

 
1:45 
So what structured steps are is really taking that shorthand that our our buyers have always provided back to our dealers and turning that into a consumable piece of information that a consumer and a dealer can use. 

 
1:57 
And the reason it becomes important is not only are consumers doing things online, we’re asking consumers now to provide stipulations like, hey, proof of insurance or proof of income or proof of residence. 

 
2:09 
Well, if you just tell a consumer, provide proof of residence and don’t tell them what document it is, that satisfies that it’s going to be hard for you to get the right documents. 

 
2:17 
So structured steps allows our community to share the right document information throughout the process. 

 
2:25 
So for the, for the consumer, you know, when they’re online and, and some people may be asking for these documents even before they got an approval, but you know, let the, the consumer know what document they have to upload to get their, their, their processing done quickly. 

 
2:42 
I’m reminded recently of me trying to get my Real ID. 

 
2:46 
And when I went to Real ID, which I’m sure everybody’s done, they were very clear on, hey, I need a proof of banking. 

 
2:53 
You know, and they said these are the valid banking statements or I need a proof of whatever. 

 
2:56 
So that’s really what structure steps is. 

 
2:58 
It’s really a communication tool that allows everybody to know what’s required. 

 
3:03 
And then it becomes really important when we talk about our next section, which is stip delivery, because when we actually want to send those stipulations to a lending partner, we know the actual documents that will satisfy those stipulations and speed up the entire process. 

 
3:17 
So that’s really what structure Stips is all about and it’s really a very easy thing for our lenders to implement. 

 
3:24 
It’s part of our standard response transaction back to in a decision. 

 
3:29 
And you know, I think as we talk about step delivery and things like that and automation, Structure tips becomes a good foundation for that. 

 
3:38 
Excellent. 

 
3:38 
Andy, thank you so much for that download on Structure Steps. 

 
3:41 
It sounds like it’s a great enhancement to streamlining the credit application process. 

 
3:46 
And I want to thank you again for just providing your expertise and knowledge to myself and the lender audience. 

 
3:52 
And I also want to say a big thank you to everyone who’s tuned in today. 

 
3:56 
So join us next time for our next Small Bytes episode where we address steps, upload and delivery. 

 
4:03 
Now, if you have any questions about structure, steps or any of the topics that we’ve talked about beforehand in other previous Small Bytes episodes, please reach out to a lender solutions experts. 

 
4:12 
Until next time, have a great day. 

 
4:15 
Thanks, Greg. 

See how McDaniels Auto Group reduced friction and sped up every deal with Deal Central—delivering faster workflows, greater transparency, and a smoother experience for both customers and staff.

Key Points: 

• See how AI helps shoppers find the right car faster with smarter search and real‑time guidance.
• Get earlier, clearer signals from high‑intent buyers through conversational tools that keep shoppers moving.
• Put your inventory in front of the shoppers who are ready to act with data‑driven market expansion. 

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If you’re heading to NADA this year, make sure Autotrader is at the top of your show floor plan. Dealers everywhere are talking about the impact of AI on retail—and Autotrader is leading the way with tools that don’t just promise innovation but deliver measurable results. From AI‑powered search that connects shoppers to the right inventory faster to Intelligent Market Extension that puts your listings where demand is highest, Autotrader’s newest AI‑driven solutions are built to help you close more deals, reduce friction, and create a seamless experience for every shopper. 

Ready to see what unified, AI‑driven retailing looks like in action? Book your demo and plan for the NADA experiences you can’t afford to miss. 

1 – Smart Search aka Natural Language Search  

Autotrader’s Smart Search lets shoppers use everyday phrases—like “SUV under $30K” or “AWD hybrid with third row”—to instantly surface the most relevant inventory. Instead of relying on rigid filters or dropdowns, buyers can simply type out what they want, and the AI does the heavy lifting to match intent with available vehicles. This makes discovery effortless. You could see more engaged leads and higher conversion rates, because your customers find what they want faster and with less friction.  

Here’s what the data says: Natural Language Search drives 2x more VDP views and makes shoppers 52% more likely to submit a lead, turning casual browsing into real buying intent.¹  

See it at NADA with a pre-booked demo: Try entering your own search phrase at the demo kiosk—see how quickly the platform surfaces matching vehicles and compare the experience to standard filter-based search.  

Pro question to ask: “How do intent signals from Natural Language Search help my team prioritize follow-up and personalize outreach in our CRM?” 

2 – Shopping Assistant 

Autotrader’s Shopping Assistant brings AI-powered guidance directly to your shoppers—right on the Search Results Page (SRP) and Vehicle Details Page (VDP). Instead of static specs and long lists, buyers get plain-language answers to their questions, instant vehicle comparisons, and personalized recommendations, all in real time. The assistant adapts to each shopper’s intent, helping them research, compare, and decide with confidence. 

Here’s what the data says:  Shoppers who engage with the Shopping Assistant are six times more likely to send a lead, giving your team a clearer path to high‑intent buyers.² 

See it at NADA with a pre-booked demo: Open an SRP or VDP at the Autotrader kiosk and ask the assistant to compare trims, explain features, or guide you through next steps—then see how it personalizes the journey for every shopper. 

Pro question to ask: “How are the assistant’s answers grounded in first-party data, and how can we customize responses to reflect our dealership’s unique value?”

3 – Roadmap: Ask Autotrader & AI Mode

Autotrader’s roadmap is all about making the shopping journey feel easier and more intuitive. Ask Autotrader gives shoppers a real‑time, chat‑based guide right on marketplace pages—so they can ask questions, compare vehicles, and get quick, helpful answers. Guided Shopping builds on that by walking shoppers through features, trims, and financing options step‑by‑step, adjusting as their preferences change.

AI Mode: A More Conversational Way to Shop 

AI Mode brings these experiences to life in a simple, conversational way. New entry points on the homepage and Search Results Page—invite shoppers to ask anything from general research questions to specific shopping needs. AI Mode uses live inventory and Kelley Blue Book insights to give clear, easy‑to‑understand responses. 

Shoppers can browse inventory, compare models, and narrow their options through conversation. If they want to switch back to the traditional SRP? No problem. AI Mode automatically pre‑fills the filters based on what they talked about, saving them steps and keeping the journey moving. The results are grounded in what the shopper needs to make confident buying decisions.  

Why This Matters 

With these results, you’re able to capture deeper intent and reduce drop-offs. And because everything is powered by Cox Automotive’s first-party data, you get clear signals about what shoppers want and where they’re at in the journey. 

See What’s Coming at NADA 

At NADA, you’ll get an early look at how Autotrader’s Smart Search, guided Shopping Assistant, and AI Mode work together across SRPs and VDPs. You’ll see how the experience learns from each interaction to help shoppers find the right car, faster-delivering more ready to close leads to your sales team. 

Pro question to ask: “How will AI Mode pass shopper intent into our CRM, and what say do we have in how that info is used?” 

4 – Intelligent Market Extension

Autotrader’s Intelligent Market Extension uses Cox Automotive’s proprietary first-party data and machine learning to automatically list your inventory in the highest-demand markets—without extra manual effort. Instead of waiting for shoppers to find your vehicles, this AI-powered tool identifies where demand is strongest and places your listings where buyers are already searching. 

For dealers, this means expanded reach, faster sales, and improved visibility in competitive markets. By targeting the right shoppers in the right locations, you can create more sales opportunities and accelerate inventory turn—all while letting the data do the work. 

Here’s what the data says: Dealers leveraging Intelligent Market Extension see increased visibility and engagement, connecting with buyers in high-demand areas and reducing time-to-sale. 

See it at NADA with a pre-booked demo: Review a live demand map at the Autotrader kiosk, see how your inventory is automatically placed in top-performing DMAs, and compare results to traditional listing strategies. 

Pro question to ask: “How often do demand signals refresh, and how can my team fine-tune market targeting to maximize results?” 

Don’t Miss Your Chance. Pre-Book Your Autotrader AI Demo Now

AI isn’t a future trend—it’s already reshaping how shoppers search, compare, and move toward a deal. And at NADA, you’ll see exactly how Autotrader is putting these tools to work for your dealership. From smarter search and real‑time guidance to wider market reach and more informed handoffs to your team, every innovation is built to help you connect with shoppers earlier and convert more of them into buyers. 

If you want to get the most out of your time at the show, pre‑book your demo. It’s the best way to get hands‑on with the newest experiences, ask questions specific to your goals, and walk away with clear next steps you can put in place as soon as you’re back at the dealership. 

Reserve your demo at the Cox Automotive Village now—and see how Autotrader can help you turn today’s AI momentum into tomorrow’s results. 

¹  Source: Autotrader Core Marketplaces Analytics. November 1 – December 31, 2025. 

² Source: Autotrader Core Marketplaces Analytics. November 4 – December 15, 2025.