Congress Conversations supplement - S6

A Virtual
Gathering -AGAIN
For the second consecutive year, the COVID-19 pandemic
stopped us from getting together in person for the
Automotive News World Congress in Detroit, which
would've been our 45th annual celebration of all things
automotive. So once again, we adjusted to the inopportune
circumstances and instead opted for a virtual
series of weekly panel discussions that we call
Congress Conversations.
During these six virtual panels, we held wide-ranging discussions
with experts and thought leaders from all corners
of the auto industry. They weighed in with insightful
perspectives about what is, without exaggeration, a truly
unprecedented period in our industry, marked by remarkably
fast adoptions of groundbreaking technologies in the face
of a global pandemic. Automotive News readers responded
enthusiastically to these virtual presentations, with more
than 2,467 total plays online, including 1,724 live views.
On the following pages, we've summarized some of the
commentary from and key trends highlighted by industry
leaders during these conversations.
We hope that you find their perspectives valuable as you
navigate the ever-changing automotive business landscape.
And that we'll finally get to see all of you in person in 2022.
RISING TO THE
CHALLENGE
If one silver lining emerged from the COVID-19 pandemic,
it was auto dealers' quick adoption of digital retail technology
that met customers' demands for a remote, online
car-buying experience - something many consumers
have wanted for some time.
" Customers have always been there, " said
Jim Farley, CEO of Ford Motor Co. " But
we're finally catching up to them in terms of
e-commerce, ... which is just terrific for the
business.
" Our dealerships' profitability has improved,
and operations have become more efficient.
And we've seen less resistance within the
organization to do what we should have done,
which is to go online with our business. "
Carvana CEO Ernie Garcia believes the dramatic
shift to online retailing is here to stay.
" The more time people spend in a world where their
options are limited or different, the more that habits start
to form, " he said. " And during the last year, with more
people spending more time at home, they've been ordering
food through food-delivery apps. They've been using
e-commerce to buy more things.
6 * CONGRESS CONVERSATIONS
" So I think undoubtedly behaviors have changed, and I
think a lot of that will likely persist in the future. "
" ... We've seen less
resistance within
the organization to
do what we should
have done, which is
Jim Farley, Ford
Motor Co.
Sanjay Ravi, general manager of the automotive, mobility
and transportation industry at Microsoft,
points out that next-level technologies will
further enhance customers' digital retail
experiences.
to go online with our
business. "
" BMW is a great example of an automaker
using data and artificial intelligence to deliver
rich customer experiences, " he said. " BMW
has established sales processes to deliver
a seamless customer journey that better
engages with them through omnichannel
retail experiences ... that have enabled dealership
staff to ultimately deliver new efficiencies
at lower costs. "
On the other hand, Farley thinks a need remains for
some in-person retailing, especially for Ford's commercial
buyers. Vehicle features can't always be explained fully
online, he said.
" I don't believe it's an either-or proposition, and we've
already seen that play out, " Farley said.
Congress Conversations supplement

Table of Contents for the Digital Edition of Congress Conversations supplement
