Noah Lee, Director of Product Consulting at Cox Automotive, joins Jade Terreberry to unpack what true omnichannel retailing looks like in 2026 and why the gap between dealership “thrivers” and “strugglers” is widening fast. Noah shares what he’s hearing from thousands of dealers nationwide, the growing influence of AI‑shaped consumer expectations, and how tools like Deal Central and AMP are transforming close rates, efficiency, and customer satisfaction. He also dives into how integrated data across the Cox Automotive ecosystem creates a cradle‑to‑cradle ownership advantage—driving retention, personalization, and long‑term profitability for dealers who embrace this shift.
Guest Expert:
Noah Lee
Director of Product Consulting
Cox Automotive
Top Takeaways:
- Most dealers think they’re omnichannel—but they’re really multichannel. Noah highlights that many dealers have the right tools but none of them talk to each other. The winners are the ones unifying their ecosystems to create one connected experience from click to close.
- AI‑shaped consumer behavior is accelerating faster than dealer adoption. With 95% of shoppers expected to use AI in their buying journey, and only 37% of dealers believing AI matters, Noah warns of a widening experience gap that is already creating clear winners and losers.
- Dealers drowning in tools are starving for integration. Frustrated stores often have plenty of technology, but none of it is connected. Thrivers, on the other hand, invest in training, transparency, process change, and aligning data flows across platforms.
- Omnichannel success hinges on cradle‑to‑cradle ownership. Noah emphasizes that sales are just the starting line. By connecting data across Autotrader, KBB, Dealer.com, VinSolutions, and Xtime, dealers can increase lifetime value from ~$3,500 to upwards of $30,000 per customer.
- The biggest unlock for 2026: treat digital retailing as your process—not a lead source. Sending every shopper into a DR workflow—online or in‑store—drives higher close rates, gross profit, and satisfaction. Noah calls this the “secret code to retailing in 2026.”
Timestamps:
0:00 – 1:22 – Introduction
Jade welcomes listeners, introduces Noah Lee, and tees up the conversation on omnichannel strategy, AI adoption, and dealer trends for 2026.
1:22 – 2:42 – Omnichannel vs. Multichannel
Noah breaks down why many dealers believe they’re omnichannel—but are actually multichannel—with disconnected tools creating friction.
2:42 – 4:38 – Rising Consumer Expectations
Noah shares how 95% of shoppers now use AI in their buying journey and why the consumer–dealer perception gap is driving winners and losers.
4:38 – 7:32 – What Top Dealers Are Getting Right
Jade and Noah discuss strategies used by “thrivers,” including transparency, personalization, AI capabilities, and culture‑driven adoption.
7:32 – 10:16 – What’s Coming at NADA
Noah previews new AI‑powered capabilities in Deal Central and AMP, including Deal Intelligence and automated offers that improve close rates and efficiency.
10:16 – 14:44 – Dealer Sentiment & the Great Separation
Noah highlights the two camps emerging in retail—optimists and strugglers—and outlines the core priorities dealers must tackle to stay competitive.
14:44 – 17:52 – The Real Moat: Cradle‑to‑Cradle Ownership
They explore how connecting data across the Cox Automotive ecosystem boosts lifetime value and powers retention across sales and service.
17:52 – 20:02 – Noah’s #1 Piece of Advice
Noah urges dealers to stop treating digital retailing as a lead source and instead use it as their full sales process to drive higher close rates and satisfaction.
20:02 – 22:11 – Closing Thoughts
Jade wraps the episode, previews NADA, encourages listeners to subscribe, and ends with friendly banter about upcoming collaborations.
