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Capitalizing on the Customer Experience Movement


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Economic challenges are taking their toll, inspiring leading dealers to increase their operational efficiencies and effectiveness across sales and service. By centralizing their data and utilizing sophisticated tools with artificial intelligence and automation, dealers poised to capitalize on today’s landscape are putting a renewed focus on consistent customer experience, whether in the store or fully online.

Join industry veteran Gary Marcotte, senior vice president of customer engagement innovation at Outsell, and Chris Basha, e-commerce director at Carriage Auto Group, as they discuss how the customer experience movement must be embraced to get ahead in today’s world.

Attend this webinar to learn:

  • How to provide consumers with a consistent, relevant and seamless experience across touch points
  • Why centralizing your data and marketing and sales efforts across the consumer life cycle is critical for success
  • How understanding who is ready to purchase and which channel shoppers and servicers are most likely to respond to enhances loyalty
  • How to best manage and measure sales and service engagement for the optimal customer experience

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Gary Marcotte

SVP of Customer Engagement


Throughout Gary’s 35+ years in Automotive, he has been part of many ground-breaking initiatives, including in the early 1990’s, the launch of Lexus Certified Preowned. He was the long-time leader of Marketing for AutoNation, and since leaving in 2011, has advised many innovative automotive marketers. In his role at Outsell, he helps guide the development process, Product Innovation, and other Strategic growth initiatives.

Christopher Basha

Marketing and Technology Director

Carriage Auto Group

Christopher Basha is the Marketing and Technology Director at Carriage Auto Group. In this role, he has helped build strong customer relationships and innovative operational processes through the use of technology. Over nearly a decade in the business, he has developed a keen sense of what drives customer engagement and how to incorporate those factors into the realistic demands of running a dealership. While reading analytics and low-funnel conversions are essential to growth, those indicators must be in line with exceptional customer service. Christopher considers himself an avid learner and has attended NADA Dealer Academy, NCM Institute, and several marketing and leadership seminars over his career.

Matt Kristo

Sr. Manager of Analytics Services


Matt Kristo, Sr. Manager of Analytics Services at Outsell, is responsible for the full spectrum of data analytics, including the machine learning models that power Outsell’s Virtual Customer Engagement platform. As a veteran of Outsell for over a decade, Matt has been involved in building much of the framework of the platform from the ground up, as well as fostering constant innovation and providing hands-on Customer First reporting and solutions for Outsell’s customers.

Moderator: Mary Beth Vander Schaaf

Managing Editor
Automotive News

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