November 11, 2025
Automotive Management Live Ramps Up the Forecourt Customer Experience
Taking place this Wednesday in at the NEC, Birmingham, England, AM Live is the major focal point for those on the retail side of the automotive industry.
In a fast-changing market, driven by booming interest in electric vehicles, the dominance of SUVs, and a chaotic sales landscape led by online challengers, there is much to address.
A further challenge is the rise of Chinese auto brands in the UK, with the likes of Denza unveiling a prototype B5 premium 4×4 (pictured above) at the show. And AION Cars making its British debut with a preview of its retail concept showroom (Chinese version pictured) and franchise offers.
Hopefully, the UK version will be as impressive, and perhaps take cues from the recent Mercedes Benz Truck customer experience launch.
Turbo Boosting the Automotive Customer Experience
The show packs in the usual keynotes, seminars, workspaces and showroom spotlights highlighting the latest models, but much of retailers’ focus will be on improving the customer experience.
One panel discussion CX-focused dealers might want to pick up on is “Customer Experience – Are You Getting It Right?” Led by Boris Huard, Chief Executive of CitNOW Group.
CitNOW Group aims to transform the way the automotive world communicates, offering multiple services across the customer journey. The dynamic session gathers automotive senior leaders to explore how dealerships can consistently deliver ‘magic moments’ across sales and aftersales.
Other presentations will include a dive into the growing range of digital tools and services, including AI, to help car dealers improve their levels of customer engagement and drive operational efficiency to improve their competitiveness.
The Digital Dash for Car Dealers
The ideal goal for dealerships is a seamless experience across website, forecourt, sales and aftercare for the customer, offering great value and reasons for them to stay loyal.
That can only happen with strong employee, customer and digital experiences, unified and focused on providing what today’s customer needs. As with any business, this must be a strategic vision delivered from the top to the ground floor.
Automotive Management Live could help visitors and leaders in their discussions, providing insights into:
- Understand which car brands are likely to thrive or merely survive in the UK’s new car market in the long term.
- Hear how they can better protect their business from the threat of cyber criminals.
- Identify their next steps to manage the impact of a motor finance commissions redress scheme on their administration teams.
- Spot the opportunities that artificial intelligence and technology can provide for their operations without adding more complexity to their tech stack.
- Plan their strategies for new and used car sales growth, service retention and workforce motivation.
Whatever the issues, putting the customer at the heart of the conversation is now a must for any dealer, small or large.
