Matt Gray: Is Your Dealership’s Customer Experience Ready for 2025? Artwork

Fixed Ops Roundtable

The Fixed Ops Roundtable, hosted by Ted Ings, is your source for cutting edge information, technology, and best practices from leaders and innovators in the retail automobile industry. Enjoy weekly episodes featuring expert interviews that originally aired during Ted Ings popular Fixed Ops Roundtable live and virtual events.

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Fixed Ops Roundtable

Matt Gray: Is Your Dealership’s Customer Experience Ready for 2025?

February 10, 2025 • Ted Ings • Episode 213

In this episode , I sit down with Matt Gray, OEM Program Director at Better Car People, to unpack the game-changing strategies that are shaping fixed operations in 2025. From the rise of AI-powered voice assistants to the importance of emotional intelligence in service interactions, Matt shares actionable insights that will help your dealership build lifelong customer loyalty.

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What we discuss in this episode:

The automotive landscape is changing fast, and if dealerships want to stay ahead, they need to blend cutting-edge technology with an unbeatable customer experience. But here’s the real question: Are you really meeting your customers where they are?

Here’s what we cover:

How AI and automation are streamlining service scheduling and customer interactions
The missing piece in most service departments: Are you training your team to connect with customers on an emotional level?
Why transparency is everything—and how the right digital tools can improve trust and CSI scores
The overlooked power of mystery shopping your own service experience (When was the last time you called your own dealership?)
The #1 mistake service advisors make when communicating with customers—and how to fix it today

Matt doesn’t just talk theory—he shares real-world examples from dealerships that are winning big by leveraging the right mix of tech, training, and customer-first strategies.

So if you want to future-proof your dealership’s fixed ops strategy, deliver a seamless customer experience, and drive more service revenue in 2025, this is the episode you can’t afford to miss!

Listen to the episode featuring Matt Gray for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Matt Gray

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