Home | Stellantis

3

Days Live Event

9

Industry Experts

Talk Show

Live with Billy Hayes

2

Dealer Speakers

Diversified Topics

Sales, Aftersales, EV & More

4 Languages

English, Japanese, Korean & Mandarin

Overview

The Dealer Digital Summit is back with DOUBLE the BANG!

With twice the CONTENT, VALUE & IDEAS, this year we will blow the roof.

With the addition of the Mandarin language, we welcome new members into our ever-growing family. We even assigned an extra day to discuss tips for your evolving business which will make your entire experience exemplary.

ARE YOU RIDING THE WAVE LIKE A PRO?

ARE YOU ALWAYS ONE STEP AHEAD OF IT?

IS IT REFLECTED IN YOUR PROFITABILITY?

DO YOU HAVE GAME-CHANGING TOOLS YOU CAN IMPLEMENT RIGHT AWAY?

Digital transformation is changing our business every day. Innovation is the key to success in a competitive world. We move with a vision TO LEAD, NOT FOLLOW. By learning how to optimze your potential here, you can easily OVERTAKE ANY COMPETITION out there.

The 3-day summit is a gathering of the best minds in our industry, experts and high-performing dealers will share tools and tips which you can execute easily and maximize your profits.

Be prepared to OVERTAKE YOUR COMPETITION!

Industry Experts

Stacey Coopes

CEO at Unite Digital

Kerri Wise

CMO at AutoFi & President at WOCAN (Women of Color Automotive Network)

Sivan Nakamura

CEO at SivanS Ltd

Bob Lanham

Senior Vice President - Retail Development at CarNow

Garima Misra

Managing Director Landmark India

Brendan H. Ayers

Automotive BD Leader at Amazon Web Services

Lane Crider

Executive Manager at Regal Nissan

Kristen Judd

CEO & Co-Founder of 3 Birds

Gino Raschella

Dealer Principal of Adelaide City Jeep Australia

Event Schedule

TIME

TUESDAY, DEC 13^TH, 2022

11:30 AM	OPENING REMARKS
11:32 AM	WELCOME NOTE Billy Hayes, Stellantis
11:48 AM	THE NEW ART AND SCIENCE OF TODAY'S CAR SALE Bob Lanham, CarNow
12:28 PM	Q&A Bob Lanham & Billy Hayes
12:38 PM	BREAK
12:50 PM	3D CAR CONFIGURATOR - THE NEW-AGE SALES TOOL Rendezvous with Billy Hayes - Garima Misra, Landmark Jeep India
01:20 PM	BREAK
01:27 PM	EXPERIENTIAL MARKETING Sivan Nakamura, SivanS Ltd
02:07 PM	Q&A Sivan Nakamura & Billy Hayes
02:17 PM	ENDING NOTE

11:30 AM	OPENING REMARKS
11:31 AM	LEADING IN DIGITAL WITH PEOPLE Kerri Wise, AutoFi
12:11 PM	Q&A Kerri Wise & Billy Hayes
12:22 PM	IMPROVING YOUR ONLINE PRESENCE Kristen Judd, 3 Birds
12:42 PM	BREAK
12:54 PM	DEALER DIGITIZATION - KEY FOUNDATIONS FOR GROWTH Rendezvous with Billy Hayes - Gino Raschella, Adelaide City Jeep Australia
01:34 PM	ENDING NOTE

11:30 AM	OPENING REMARKS
11:31 AM	DIGITALIZING CUSTOMER SERVICE JOURNEY Stacey Coopes, Unite Digital
12:11 PM	Q&A Stacey Coopes & Billy Hayes
12:21 PM	BREAK
12:33 PM	DATA SPEAKS Brendan H. Ayers, Amazon Web Services
01:13 PM	Q&A Brendan H. Ayers & Billy Hayes
01:23 PM	BREAK
01:30 PM	EV - EMBRACING THE FUTURE Lane Crider, Regal Nissan
02:10 PM	Q&A Lane Crider & Billy Hayes
02:20 PM	ENDING NOTE Billy Hayes, Stellantis

Hear from our experts

Billy Hayes
Senior Vice President - Sales, Marketing & Regional Operations,
India & Asia Pacific, Stellantis

Bob Lanham

Lane Crider

Sivan Nakamura

Sanjay Thakkar

Kristen Judd

Brendan Ayers

Stacey Coopes

Kerri Wise

Gino Raschella

Highlights - DDS 1.0

Stellantis Dealer Digital Summit 1.0 | 16th Dec 2021 | Day 1

Stellantis Dealer Digital Summit 1.0 | 17th Dec 2021 | Day 2

Q & A

1. What Are The Benefits Of Right Customer Experience? - Anonymous Attendee

Loyalty Which Equals More Profit. It’s Is Much Less Expensive To Market To Customers You Aleady Know Vs. Trying To Find New Customers. Loyal Customers Provide A Higher “Lifetime Value” Or Profit!

2. Hi Bob, What Is More Important? The Product Or The Experience? - Anonymous Attendee

Experience 100% !!!! You Saw The Data!

3. Brand Loyalty Is Very Important. Providing An Delightful Experiential Buying Opportunity To Clients Is Also Very Very Important.. But How We Tackle Our Respected Chinese Car Manufacturer Counterparts Who Are Offering Vehicles In Much Lower Price And Also - Anonymous Attendee

Quality Is Imperative. Focus On Quality And Experience. Customers Will Come Back To Us

4. As We Are Moving Ahead In Time, A Lot Of Customers Are Making Deals Online. How Can One Better Customer Experience In Such Situation? - Anonymous Attendee

Allow Them To Deal Online Vs. Forcing Them To Deal The Way You Want To Deal. Be Transparent Online. You’d Be Surprised, The More You Allow People To Write Their Own Deal Online, The Higher You Sell The Car. Why, It’s The Customers Deal And Not Yours!

5. Hey Bob, How Can We Track / Control The Chat Quality Of Our Sales Staff If We Get Rid Of Lead Forms - Serene

Measure Chats To Leads And Then Leads To Sale. I Am Going To Guess You Have A Phone Process. Use That Same Process At First But Then Tweak It. Test And Learn. Biggest Thing Is To Be Transparent, Do Not Hold Any Information Back. You’ll Lose Trust Of

6. Hello Bob, Thanks For Sharing Your Insights. Is There A Preference In Communicating With The Brand (Ie Call Center) Or Directly With Dealers? - E-Ling Cheah

Dealers Sell The Cars, The Dealer Should Be The One Communicating.

7. Is There A Preference In Completing The Purchase From Within The Brand's Proprietary Website Or Through An E-Market? - E-Ling Cheah

In The Us, Some Of The Oems Are Testing The Ability To Buy From A Dealer On The Brand Website. It’s Through The Dealers Online Buying Platform. My Answer, It Should Be Both. Lets Make It Easy For The Consumer!

8. Hi Ms. Misra, Could You Share Some Best Practice On How You Retain Your People? Thank You So Much! - Jenny Liu Iap

Accept A Certain Part Of Attrition. Employees Are Internal Customers. Show Them Their Growth Path. Engage Them. If They Fall, Hold Their Hand, Held Them Up

9. How Was The Transformation Process Of Traditional To Digital Within The Dealership? - Anonymous Attendee

Have A Couple Of Disruptors In Team, Example We Had Freshers In Our Team Who Were Already Tech Savyy. Looking At Them Other Were Also Motivated. Walkins And Teleins Are Down To 35% While Digital Is Now 65%. We Have Created A Digital Team, We Ensure Instan

10. How Do You Provide Solution To The Negative Reviews Online? Given Online Reviews Being A Little Harsh. - Anonymous Attendee

First Acknowledge The Review, But Then Take Contact Details To Ensure You Reach Out To Customers Asap. Hear Them Asap. They Probably Too Did Not Have A Great Experience So Its Important To Be Open Minded

11. How Do You Ensure That All Consultants Adopt Cc At Dealership - Pratap

Every Showroom Hostess Everyday Tells Me How Many Walkins Vs Car Configurations. If There Is Any Deviation, I Always Look Into It - This Has Led To Significant Increase In The Usage

12. Can We Get This Tool In Korea? - Yeji

Absolutely Yes

13. How Can We Get The Customer's Review In The Moment ... When The System Sends The Survey 7 Or 9 Days After Handover ? Let's Change That - Jma

Delivery Feedback Is The Review In The Moment; Test Drive Feedback Can Be Taken Review In The Moment

14. Getting The Right Moment Is Good But How Do We Make A Customer "Happy" From A Moment Of Dissatisfaction ? - Anonymous Attendee

Hear The Customer, To Every Problem There Is A Solution. Give Him More Than What Was Required To Ensure He Moves Up From The Level Of Dissatisfaction To Happy

15. I Think That As Digital Technology Progresses,Communication Will Decrease,What Doyou Think? - Jeepå√

Technology Enables Communication, Supports Communication

16. How You Motivate Your Manpower And What Kind Of Incentives Motivates Manpower - Senthil

Connect Between Company And Manpower In The Form Of Hearing Them Out And Helping In Times Of Personal Crisis, Going Beyond The Supervisor Colleague To Mentorship Relationship Is Something That All Employees Values And It Stays For Long

17. Do You Use Qr Codes To Assist With Your Instant Reviews At The Moment? - Baron

Yes We Do

18. This Question Is To Mr. Billy, As Ms. Misra Said About Taking Instant Feedback While The Customer Takes Delivery Of His Car. Why Not Take The Nps At The Same Moment Of Time? - User

Every Feedback Has A Motive. Delivery Feedback Is Instant But Not All Feedbacks Can Always Be In The Moment

19. What Do You See As Being The Next Best Thing In Digital Customer Journey In Automotive? - Kate Gillis

Virtual Test Drive Is Something That Is Next Best Thing That Can Happen

20. What Is The Best Way To Attract Inbound Customer? - A I Zulfikar Pasha (Dipto)

Connecting Through 5 Senses; The Maximum Engagment Of Senses The Higher The Attraction, More The Attention Of The Customer

21. Does The Customer Experience Resonate With The Brand And Its Products? - Anonymous Attendee

Yes It Should Resonate With The Brand And The Product

22. Does The Showroom Infrastructure/Ambience Help With Customer Experience? - Anonymous Attendee

Yes It Does

23. As Today The Test Driver Is Crucial To Convert To A Retail, In What Do You Think We Should Invest In Metaverse To Compensate This? - Anonymous Attendee

Richness Of Car, Features

24. What Are The Few Innovations/ Digital Interventions That You See In The Service Industry That Are Likely To Be Game Changers In The Coming Years? - Anonymous Attendee

Being Able To Take The Data Out Of Dms, Understand Where Customers Are In Lifecycle Is Going To Be Critical, Example Being Able To Understand Mileague, Sending Them Personalized Emails Forvehicle Service Needs. Also See The Use Of Video - To Build Trust B

25. How Do You Think Telematics Can Bring A Change In Service Industry? For Stacey From Japan - Anonymous Attendee

Vehicle Data Is Critical - Having This In Dms Is So Critical. It Helps In Making Customers Understand That We Are There With You At The Right Time - Example The Car Is Run Xxx Km And Now Tires Need A Change, Offer Them A Discount Coupons On Purchase Of Ti

26. How Important Is It To Glorify Service Station - Anonymous Attendee

Aftersales Is Future Sales. The Amount Of Time We Spent In Aftersales Helps In Building Our Future Pipeline. Its Much Cheaper To Retain Old Customers. Service Experience Actually Needs To Be Better Than Showroom As Its Actually Future Sales. You Need To K

27. Do You Have Any Knowledge Of The Integrated Systems You Spoke Of That Operate With Our Dms In Australia? - Baron Ketterman

28. With More And More New Vehicles Selling On Line And Customer Data Become Brands Assets, Instead Of Dealers. How We Can Ensure The Customer After Sales Experience? - Anonymous Attendee

29. How The Dealer Leverages The Ev And Ice Sales? If There Are Both In The Showroom? - Anonymous Attendee

Ev And Ice Is More Dependent On Customer Needs And Country's Infrastructure. Dealer Can Pitch In Both Provided It Focusses On Right Customer Experience

30. As Stellantis Has An Intention To Increase The Diversity And Have More Woman In The Staff, Is There A Way Or A Plan To Get This Commitment Also From The Dealers? - Anonymous Attendee

No Plans Announced Yet

31. Can One Trained Consultant Working In A Dealership Can Work In Another Country's Dealership? - Anonymous Attendee

Yes Absolutely. Indian Workforce Can Work In Australia Or Japan And Vice-Versa

32. What Is The Most Difficult Part Of Implementing Diversity Plan? - Anonymous Attendee

Resistance - We Need To Think That Its Not A Win-Lose Situation; It’s A Win-Win Situation. People Need To See It As A Business Opportunity

33. How To Motivate The Women To Join The Team In A Region Where The Mindset Is Still Traditional? - Anonymous Attendee

Understand Them, Support Them In Their Personal Crisis. Provide Them Training. Avoid Highlighting Them Making Them Different From Others

34. What Is The Suggestion To Diversify Our Current Team, If We Can Not Hire More Women Sales Overnight - Anonymous Attendee

Its Not About Women- Its About Having A Diversed Workforce. Culture, Race, Ethnicity, Personality. No Hiring Can Be Done Overnight. Need To Be Consistent

35. Another Great Session…Very Valid Point…Does Our Business Environment Represent Our Customers?! - Nipun Mahajan

Yes It Does In Every Way

36. Diversity And Inclusion Go Hand In Hand, Having Diverse Team But No Inclusion How It Impacts The Performances Of The Dealerships? - Anonymous Attendee

Yes, Bullet Is Not Fully Loaded, You Need To Ensure Your Manpower Plan Is Diverse And Inclusive

37. Online Sale - Vehicle Pricing Has Some Terms And Condition And Hidden Cost . Most Of The Time This A Written In Very Small Fonts Which Is Not Easily Visible And Customer Most Of The Time Miss This . But In Showroom They Are Surprised To See All This Terms - Kausik Rana

Ensuring That The Customer Moves Forward Only After Clicking At The Link Is Something That Can Be Done To Ensure We Be Utmost Transparent

38. Serp Is The Most Complicated Piece Of All – Do You See It Being Handled? This Is Especially From Australia Perspective - Anonymous Attendee

Serp Is An Ongoing Initiative And Dependent On The Other 3 Quadrants. It Has Its Gestation Period. If The Efforts Are Put In The Other 3 Quadrants With A Combinatiuon Of Adding Keywords And Putting Up Sitelinks, Serp Can Be Managed

39. Does Your Framework Take Into Account The Regional Aspects As Well – Example Including /Excluding Platforms That Don’t Form A Part Of This? – From Korea. - Anonymous Attendee

Yes It Does - We Do Evaluate Naver Kakao From Korea Perspective

40. We Find These Content Very Useful And Thank You For It. I Have One Question. What Are The Ideal Products To Display In Showroom As Accessory/Merchandize? Also Can We Get The Slides? - Zayed Ashraf - Bangladesh

Yes The Content Is Available On Dealerdigitalsummit.com

41. Questions For Kristen: 1) How To Prevent Dealer Facebook Pages From Getting Unlisted Or Blocked By Meta Despite Complying With Meta's Policy? This Is A Recurring Issue And Disrupts Operations At Dealer Level. - E-Ling Cheah

There Must Be Definitely Something Which Was Not In Complaince And Hence In Radar Of Facebook.

42. What Are The Best Apps To Send Edms Both Paid And Free? Dynamic Emails I Am Referring To.. - Zayed Ashraf - Bangladesh

43. Question For Kristen: 2) If There Is A New Dealer In The Neighbourhood That Has Registered In Google My Business But The Old And Defunct Dealer Is Still Showing Up At Google Searches With A Bright Red Tab That Reads "Closed", How Do We Make The New Dealer - E-Ling Cheah

44. Hi Vinod Lashkari, Recently We Figured Out That Facebook Has A Option Of Keeping A User His Profile As Private User And We Tend To Collect Reviews On Facebook And Unfortunately The Reviews Won't Be Seen By Anyone Until The Particular User Unlocks His Or H - Siddharth Shetty

45. A Quick Question.. Will You Hire A Trained Jeep Distributor Employee Who Is Working At Another Country Currently Now And Has Migrated To Australia? - Anonymous Attendee

Yes

46. If You Sell Online, Will The Price At The Time Of Purchase Be Prioritized? - Matsumoto Toshiaki Hattori P

Yes; Purchase Time Will Be Prioritized

Help-desk
iapsalesandmarketing@stellantis.com

Legal | Privacy | Cookies

OverTake the competition.lead the future.

13th, 14th, 15th DEC

3

9

Talk Show

2

Diversified Topics

4 Languages

Overview

ARE YOU RIDING THE WAVE LIKE A PRO?

ARE YOU ALWAYS ONE STEP AHEAD OF IT?

IS IT REFLECTED IN YOUR PROFITABILITY?

DO YOU HAVE GAME-CHANGING TOOLS YOU CAN IMPLEMENT RIGHT AWAY?

Industry Experts

Stacey Coopes

Kerri Wise

Sivan Nakamura

Bob Lanham

Garima Misra

Brendan H. Ayers

Lane Crider

Kristen Judd

Gino Raschella

Event Schedule

TIME

TUESDAY, DEC 13TH, 2022

Billy Hayes, Stellantis

Bob Lanham, CarNow

Bob Lanham & Billy Hayes

Rendezvous with Billy Hayes - Garima Misra, Landmark Jeep India

Sivan Nakamura, SivanS Ltd

Sivan Nakamura & Billy Hayes

Kerri Wise, AutoFi

Kerri Wise & Billy Hayes

Kristen Judd, 3 Birds

Rendezvous with Billy Hayes - Gino Raschella, Adelaide City Jeep Australia

Stacey Coopes, Unite Digital

Stacey Coopes & Billy Hayes

Brendan H. Ayers, Amazon Web Services

Brendan H. Ayers & Billy Hayes

Lane Crider, Regal Nissan

Lane Crider & Billy Hayes

Billy Hayes, Stellantis

Hear from our experts

Highlights - DDS 1.0

Q & A

OverTake the competition.
lead the future.

13^th, 14^th, 15^th DEC

TUESDAY, DEC 13^TH, 2022