Welcome to another episode of Loyalty-Based Sales Strategies, with host Jen Suzuki, Founder and President of eDealer Solutions. Joining us today is CBT News co-founder Jim Fitzpatrick, who asserts that AI is rapidly transforming the automotive industry, boosting efficiency, customer engagement, and decision-making from sales to service. Despite initial hesitation with early solutions, the maturing technology is now a competitive necessity, especially for dealerships focused on loyalty-based sales.
While AI adoption is no longer optional, Fitzpatrick believes that dealers integrating AI into their operations can increase efficiency, reduce staffing pressures, and improve customer service. He also stresses that AI’s speed and accuracy enable dealerships to operate more quickly and deliver better overall customer experiences. Lead generation, data mining, and service scheduling are among the areas Fitzpatrick identifies as where AI can have the most impact, which enables dealerships to operate 24 hours a day without relying solely on human staff.
“What AI is allowing dealers to do is travel at a much quicker pace, much more accurately. And at the end of the day, deliver a better product and experience to their customers.”
Early challenges in AI adoption have included incomplete vendor solutions and a lack of ongoing support. Dealers often abandoned AI programs when tools did not meet expectations or vendors were unable to provide adequate guidance. However, Fitzpatrick stresses the importance of evaluating vendors carefully and working with those that provide strong implementation support and training for dealership teams.
Notably, CBT News was founded to provide dealer-focused content that supports operational success. The network produces 13 shows covering sales, F&I, fixed operations, and service drive strategies. Recent additions, including the relaunch of Service Drive, focus on maximizing profitability in fixed operations through the adoption of technology and AI solutions. By maintaining a formal presentation and producing high-quality content, CBT News aims to elevate industry standards and provide actionable insights for front-line staff and management teams alike.
CBT News continues to operate as a family-run business, with multiple generations contributing to the company’s growth. The network’s focus remains on delivering content that helps dealers navigate an increasingly complex market, adopt new technologies, and improve operational outcomes.
As dealerships face rapid technological change, Fitzpatrick said the ability to adapt and embrace AI, supported by strong vendor partnerships and ongoing education, will be essential to maintaining competitiveness and building customer loyalty.
