Today I’m joined by Kim Saylor, Senior Director of Product Marketing at CDK Global.
We break down why younger customers choose service providers based on online reviews, how AI is reducing wait times in service, and why mobile service is becoming a premium convenience buyers will pay for.
Kim also explains how recalls create real service opportunities and how dealers can better educate customers. This conversation is full of actionable strategies for adapting to Gen Z expectations.
This episode is brought to you by:
1. OPENLANE - The world’s best online dealer marketplace for used cars, bringing you exclusive inventory, simple transactions, and better outcomes. Learn more @ http://openlane.com/cdg
2. vAuto - As the industry’s premier provider of end-to-end inventory management solutions, vAuto gives every dealer—from a single point store to the largest groups—the data, insights and tools they need to maximize returns from the new and used vehicle inventory investments. Known for its game-changing inventory management innovations, vAuto provides AI-powered predictive data science to help dealers see their future and consistently make the right, ROI-minded decisions with every vehicle they appraise, acquire, price and retail. Visit @ https://www.vauto.com for more details.
3. CDK Global - Dealers—big news. CDK just leveled up their CRM in a massive way. We’re talking next-gen AI baked right into your daily workflow: Automatically following up with internet leads, surfacing buyer insights, and giving you instant AI-generated summaries of every customer interaction—no more digging through notes. And CRM Video is here. Record, send, and track personalized videos to customers—all inside the CRM. Check out the AI enhanced CDK CRM: Visit @ https://www2.cdkglobal.com/l/146251/2025-11-24/3fy2v4
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Topics:
00:49 The Importance of Fixed Operations
02:37 Service Shopper Study Insights
03:53 Gen Z Loyalty and Communication Preferences
06:48 Mobile Service Trends and Dealer Recommendations
15:28 The Role of AI in Service Departments
25:14 The Impact of Recalls on Dealerships
29:46 Conclusion and Final Thoughts
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