At the 2025 NY Automotive Forum hosted by NADA, J.D. Power, and the New York International Auto Show (NYIAS), CBT News host Jim Fitzpatrick caught up with Senior Director of Product Marketing at CDK Global Anu Roberts to discuss findings from the company’s latest Friction Points Study. SHE breaks down what’s improving in the car-buying experience and where dealers still have work to do. From F&I bottlenecks to integration challenges and the growing role of AI, she highlights the data dealers can’t afford to overlook in today’s marketplace.
Key Takeaways:
- Car Buyers Are Spending Less Time at the Dealership—But F&I Remains a Sticking Point
CDK’s study shows that 61% of consumers are now completing the car buying process in under two hours, a significant leap from 54% last year. However, the back end of the process, especially F&I, continues to cause frustration. Nearly half of consumers reported waiting over 30 minutes to enter F&I. This delay drastically lowers customer satisfaction, with Net Promoter Scores (NPS) dropping nearly 50% when wait times exceed that threshold. Roberts emphasized the need to streamline F&I workflows and frontload product education earlier in the buying process—ideally online—to reduce friction and increase product penetration. - Tech Stack Complexity Is Undermining Dealership Efficiency
Despite the proliferation of dealership technology, inefficiencies persist due to fragmented systems and poor data integration. Dealers are juggling between three to seven systems, which often leads to rekeying, compliance risks, and wasted time. CDK’s findings revealed that lack of accurate, flowing data remains a top dealer pain point. Roberts warned that even the best technology becomes a bottleneck when systems aren’t aligned, underscoring the importance of cohesive, connected platforms that eliminate duplication and improve team productivity. - Dealers Are Embracing AI to Drive Better Outcomes
For the first time, CDK Global took a focused look at AI adoption across dealership operations—and the results are promising. Roughly 30% of dealers say they’ve implemented some form of AI, with BDCs, F&I, and sales roles leading usage. Top applications include AI virtual assistants for lead generation, appointment scheduling, and targeted marketing. Nearly 46% of these dealers reported improvements in lead-to-close ratios, signaling strong early returns. Roberts says CDK is embedding AI more deeply into core workflows, from predictive F&I forms to equity mining tools, in a bid to help dealers reduce friction and boost efficiency across the board.
Catch all of CBT News’ coverage of the NY Automotive Forum 2025 here.
