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The industry shaping agenda

**All times are in EST


The OEM Customer Experience

9:30am – 10:00am (EST)

Exclusive LIVE Keynote Fireside Chat *

Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Deborah Wahl Global Chief Marketing Officer General Motors

Moderator: Joe White Global Automotive Industry Editor Reuters

10:00am – 10:25am (EST)

Creating a World-Class Customer Experience with Live Q&A

Elena Ford Chief Customer Experience Officer Ford Motor Company

Moderator: Scotty Reiss Founder A Girls Guide to Cars

10:25am – 10:45am (EST)

Sponsored by:
Treasure Data - Logo

Harnessing Data to Personalize the Automotive Customer Experience

Personalizing the automotive customer experience is a big task. However, you already hold the keys to success; customer data. Learn how to communicate with millions of customers and make them feel like you are having a 1-on-1 conversation. See how to show the most relevant topic to each customer, and guide them from the initial contact through ownership.

Andrew Shaffer Industry Principal - Automotive Treasure Data

10:45am – 10:50am (EST)

Break

10:50am – 11:20am (EST)

Sponsored by:
Treasure Data - Logo

LIVE CMO Panel: Modernize Marketing

The automotive industry needs updating, and so does its marketing strategies. Tap into how technology and customer knowledge will be the power to driving marketing engagement that understands your customers ambitions and desires.

Angela Zepeda Chief Marketing Officer Hyundai Motor America

Melissa Grady Chief Marketing Officer Global Cadillac

Allyson Witherspoon US Chief Marketing Officer Nissan North America

Andy Thomas Vice President, Marketing & Communications McLaren Automotive, The Americas

Moderator: Scotty Reiss Founder A Girls Guide to Cars

11:20am – 11:25am (EST)

Break

Changing the Dealership Model

11:25am – 11:45am (EST)

LIVE Fireside Chat *

Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Bill Nash President & CEO CarMax

Moderator: Tina Bellon Autos / Transportation Reporter Reuters News

11:45am – 12:00pm (EST)

Break

12:00pm – 12:20pm (EST)

LIVE Reuters News Interview *

Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Marc Cannon Chief Customer Experience Officer AutoNation

Moderator: Joe White Global Automotive Industry Editor Reuters

12:20pm – 12:25pm (EST)

Break

12:25pm – 1:00pm (EST)

LIVE CEO Panel: U.S Top Dealerships Perspective

COVID-19 has caused huge disruption and accelerated dealerships and OEMs to revisit their sales process. For 2021, we must figure out how to execute this new online and offline customer relationship to meet customers changing expectations. This live panel will give exclusive insights from the largest dealers today.

David W. Hult President & CEO Asbury Automotive Group

Jeff Dyke President Sonic Automotive Inc.

Doug Miller Chief Revenue Officer Cars.com

Jonathan Schenk Chief Revenue Officer AutoFi

Moderator: Michelle Krebs Director, Automotive relations AutoTrader

1:00pm – 1:05pm (EST)

Break

1:05pm – 1:20pm (EST)

LIVE Fireside: The New Role of Brick and Mortar

Rethink the meaning of showrooms from experience onsite to the change in talent required for long term success, find out what the future for showrooms will be and what role it will place in consumers lives.

Todd Skelton CEO Prime Automotive Group

Moderator: Roger Lanctot Director Automotive Connected Mobility Strategy Analytics

Digital & Innovative Dealerships

1:25pm – 1:30pm (EST)

Break

1:30pm – 1:50pm (EST)

Futureproof your business

The pandemic has accelerated many trends in the used auto retail space. What changes are we seeing in the used car buying experience? As we look to the future beyond the pandemic, what should auto retailers anticipate? What options exist for smaller used auto retailers? What does the future look like for retailing used EVs and self driving cars? What role will branding play as we see the used auto space continue to transform?

Shift Co-CEO George Arison will share his thoughts on these timely questions, as well as provide a snapshot into the thinking that drove Shift to double down on differentiating its strategy.

George Arison CEO Shift

Moderator: Michelle Krebs Director, Automotive relations AutoTrader

1:50pm – 2:10pm (EST)

Disrupting the Disrupters: How Dealerships are Poised to Win

Unprecedented efforts are underway to reimagine the dealership experience, as shoppers trend towards buying cars from home. 

Discover the strategies and technologies that are tipping the narrative in franchise dealership's favor, and the opportunities that lie within a blended buying experience. Dealerships are in the driver's seat when they put a solid process behind the enabling technologies to create the ideal experience for today's automotive shopper. 

In this discussion, we'll talk about how, by disrupting themselves, it will be dealerships, not disruptors, who will win the future.

Ryan Osten COO Gubagoo

2:10pm – 2:15pm (EST)

Break

2:15pm – 2:35pm (EST)

LIVE Reuters News Interview *

Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Ernie Garcia, III Chairman and CEO Carvana

Moderator: Tina Bellon Autos / Transportation Reporter Reuters News

2:35pm (EST)

END

Keynotes

8:55am – 9:15am (EST)

Fireside Chat:

Alain Visser CEO Lynk & Co

Moderator: Roger Lanctot Director Automotive Connected Mobility Strategy Analytics

9:15am – 9:35am (EST)

Sponsored by:
Medallia - Logo

Increase sales with behavior driven customer experience incentives

How can an industry place so much emphasis on customer satisfaction scores, yet continue to offer an experience that most customers complain about? Focus.

For too long now, the focus has been on customer satisfaction scores coupled with auto dealer incentives, instead of engaging customers to identify opportunities for improvement. Join this session to learn how to address concerns and successfully transition away from score-based incentives, as well as the bottom line benefits brands are already realizing with the behavior driven incentive model.

Bryan Long Global Solutions Principal, Automotive Medallia

Hillary Newport Senior Solutions Marketing Manager Medallia

9:35am – 9:40am (EST)

Break

9:40am – 10:00am (EST)

LIVE Keynote: Data-Driven Retail Experience

Larry Dominique Senior Vice President and Head of Alfa Romeo North America Alfa Romeo North America

Moderator: Megan Lampinen Editor-at-large Automotive World

Retail & Dealership Disruption

10:00am – 10:05am (EST)

Break

10:05am – 10:35am (EST)

LIVE Panel: The Seamless Customer Journey

From shop and explore to service, create a 360-degree view of your customer to give them the most connected experience both online and offline. This panel will delve into how OEMs and Dealers are removing friction points and deliver a seamless CX.

Dean Evans Executive Vice President Cars.com

Andrew Pine Global Director, excite! (CX) Porsche Cars North America

Dan Mohnke Vice President, eCommerce Nissan North America

Jeff Sporn Chief Digital Officer, Data-driven Marketing Equifax

Moderator: Scotty Reiss Founder A Girls Guide to Cars

10:35am – 10:40am (EST)

Break

10:40am – 11:10am (EST)

LIVE PANEL: Digitization of the Car Buying Process

How are dealers and OEMs adapting to changing consumer needs? This live panel will delve into how the industry is digitising all aspects of the car buying process from finance to paperwork to meet the customer on the channels of their choice

Tracy Cassady Executive Vice President – Marketing Penske Automotive Group

Mike Darrow CEO TrueCar

Steve Wittman Chief Digital Officer Sonic Automotive Inc.

Marcus Casey VP Digital , eCommerce and Connected Company BMW Group

Moderator:: Roger Lanctot Director Automotive Connected Mobility Strategy Analytics

Interested in joining this panel as a sponsor? Contact Manni Pattar for more information

11:10am – 11:25am (EST)

Break

11:25am – 11:55am (EST)

LIVE Panel: Creative, Collaborative and Consumer First Marketing

Deliver consumer driven engagement which delivers on experience, is integrated across the business and offers online and offline solutions.

Kimberley Gardiner SVP Marketing Volkswagen of America, Inc

Rachel Richards CMO Sonic Automotive Inc.

Alexis Kerr Vice President of the Mahogany Brand Hallmark Cards

Beth Mach Chief Consumer Officer TrueCar

Julian Mintz Head of West and Central Brand Sales Roku

Moderator: Subi Ghosh Founding Board Member Women In Automotive

11:55am – 12:00pm (EST)

Break

Customer Experience & Marketing

12:00pm – 12:30pm (EST)

LIVE Panel: Data-Driven Engagement

Increase product engagement with an ‘always on’ marketing campaign to engage customers in the right place, at the right time using data-driven insights. This panel will delve into the power of data, to deliver smarter, consumer driven marketing decisions.

Robert Skinner Lead Technology Strategist FordDirect

Jennifer Symington Manager, Results Delivery
Customer Experience Division
American Honda Motor Co., Inc.

John Stremel Vice President, Automotive Marketing Services Equifax

Moderator: Peter Adams Reporter Marketing Dive

12:30pm – 12:35pm (EST)

Break

12:35pm – 1:10pm (EST)

PANEL: OEM & Dealer relationship: From factory to retailers-to customers

What does the future relationship look like? Understand what role OEMS and dealerships will play in modernizing the retail experience

Thomas Doll President & CEO Subaru of America, Inc.

Liza Borches President and CEO Carter Myers Automotive

Mike Rocco Vice President Sales and Operations Bentley Americas

Colton Ray CMO Walser Automotive Group

Moderator: Roger Lanctot Director Automotive Connected Mobility Strategy Analytics

1:10pm – 1:20pm (EST)

Break

1:20pm – 1:40pm (EST)

LIVE Panel: What Women Want – Building an Inclusive Car Buying Experience

Coming Soon

Marissa Hunter Head of Advertising, North America Stellantis

Moderator: Scotty Reiss Founder A Girls Guide to Cars