Dealers weighing how far to take artificial intelligence are also asking what it means for their people and their customers. The answer starts with good data, clear measurement, and a culture that treats AI as part of the team. On today’s CBT Live, Steve Bandrowczak, Former CEO of Xerox and Corporate Turnaround Expert, shared his thoughts on how dealers can improve profitability with AI while keeping employees confident and customers at the center.
According to Bandrowczak, AI is only as useful as the data behind it. That includes real-time details such as a customer’s location, proximity, or a change in their job, which dealers can use for specific outreach. He also pointed to the value of answers at 2 a.m., when a shopper wants to know about a vehicle feature or whether they qualify and no one is available to pick up the phone. Dealers should design each process for an individual customer and focus on the outcome, not the task.
Bandrowczak encouraged dealers to think of AI agents as part of the workforce, not as a traditional IVR system. He doesn’t expect AI to replace every worker; instead, he said AI will help free up teams to do work they couldn’t before, such as more proactive outreach. He encouraged dealers to measure results before and after rolling out any AI agent. That way, dealers can have a clear picture of the impact, positive or negative, of the agent. Leaders also need to explain to employees how AI works and why it benefits them, because fear of the unknown can paralyze dealers who stay on the sidelines.
For owners taking a wait-and-see approach, Bandrowczak recommended testing AI with two salespeople or a service team willing to try it and comparing the results. Owners can also ask ChatGPT how AI can help a six-store group. The real risk, he said, is doing nothing.
