Solving the $182M Handoff Problem – Winning Back Customer Trust & Gen Z Buyers | Annie Fallows, Head of Navigator Platform at Capital One

Today I’m joined by Annie Fallows, Head of Navigator Platform at Capital One.

We dive into a massive shift in market sentiment, exploring how dealer trust skyrocketed from 44% to 70%. Annie breaks down why Gen Z is your most loyal—yet most anxious—customer and reveals the "spicy" truth that most digital processes only save five minutes of in-store time.

You’ll learn how to bridge the friction-filled gap between online research and the showroom floor to double your conversion rates

This episode is brought to you by:

1. Amazon Autos - Sell vehicles to online shoppers who can now buy or lease at Amazon Autos. Upload your inventory of new, used, and certified pre-owned vehicles to our online marketplace, where purchase-ready customers can browse, purchase online, then pick up at a local dealership. Learn more @ https://sell.amazon.com/programs/autos

2. Lotlinx - What if ChatGPT actually spoke dealer? Meet LotGPT — the first AI chatbot built just for car dealers. Fluent in your market, your dealership, and your inventory, LotGPT delivers instant insights to help you merchandise smarter, move inventory faster, and maximize profit. It pulls from your live inventory, CRM, and Google Analytics to give VIN-specific recommendations, helping dealers price vehicles accurately, spot wasted spend, and uncover the hottest opportunities — all in seconds. LotGPT is free for dealers, but invite-only. Join the waitlist now @ https://lotlinx.com/LotGPT

3. CapitalOne - Many dealers believe digital tools can help boost sales. But early findings from a recent Capital One Auto survey revealed operational challenges dealers are still navigating and how trust is shaped. Listen for insights as to what’s been uncovered and where the research is headed. Learn more @ https://www.capitalone.com/cars/auto-financing/dealer

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Topics:

00:27 Why is dealer trust important?

02:55 How do you measure dealer trust?

03:49 Do Gen Z trust dealers?

04:49 How can technology support dealers?

09:00 How can customer experience improve in today's world?

16:37 How to balance automation and personalization?

20:35 How should dealers evaluate AI tools?

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