Welcome to this special on-location coverage of the 2026 J.D. Power Auto Summit. We’re joined by Scott Gunnell, President of the JM&A Group, to discuss the latest in adaptive F&I technology, virtual transaction solutions, and how dealers are leveraging AI to improve customer experience and profitability.
Key Takeaways:
- JM&A’s new Gyde tool uses AI-driven consumer profiles and recommendation engines to tailor every F&I interaction to individual customers, managers, and dealerships. The system starts with five profiles but expands as AI gathers more data, enabling a personalized, scalable approach to digital transactions.
- JM&A’s on-demand virtual F&I model allows dealers to handle overflow, remote transactions, or staff gaps without compromising PVR or CSI. Virtual specialists follow standardized processes, often achieving higher customer satisfaction than traditional in-person transactions.
- With rising consumer payments and record total spend in the franchise market, dealers face increased pressure on F&I. Gunnel emphasized that technology like Gyde and AI supports dealers in managing transactions efficiently, training teams, and adapting to changing customer behavior, helping reduce cost and maximize returns.
