“We Can’t Put the Genie Back in the Bottle” | Lori Wittman & Jessica Stafford, Senior VPs at Cox Automotive
Play • 31 min

The past year has transformed car buying—from process streamlining, to digital customer relationships, to customer expectations. And once customers grow to expect a way of doing things, it’s just about impossible to turn back.

On this episode, Derek is joined by Jessica Stafford, Sr. VP of Consumer Solutions, and Lori Wittman, Sr. VP of Dealer Software, who discuss transformations in auto retail, with expertise on both sides of the sale. “Seamless. That’s the key word,” says Derek, referring to the fact that digital retail tools work at all touchpoints, from trade-in values, to credit reports, to the final sale, integrated into a CRM that works for dealers and consumers across all devices.

The results are time savings for all parties, and an increase in customer satisfaction.

Interview Highlights:

  • What percentage of dealers adopted digital tools in the past year, and what percentage see that digital retail increases customer satisfaction.
  • How digital retail tools can make data easy to utilize for consumers and dealers who are not data-oriented people.
  • A Derek D personal story about how NOT to use customer data.


“We gotta keep moving forward . . . because consumers aren’t going backwards.”

— Jessica Stafford


Episode Sponsor:

AutoTrader Your ulitmate online tool for trading new, certified pre-owned, and used vehicles. AutoTrader gives you more control, and makes the process of buying and selling easier than ever before.

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