Kyle Mountsier’s biggest takeaways from NY Auto Forum had a lot to do with what happened between sessions.
Those side conversations carried the real weight, especially around the issues already shaping Q2: EV transitions, used EVs, AI, China, and the customer experience dealers need to tighten now.
Liza Borches brought one of the strongest operating points of the day back to service.
Only 26% of customers receive a video multipoint inspection at a franchise dealership. In an industry that has talked about service video for years, that number says plenty. Borches pointed to the roadblock quickly.
Dealers have had several strong service years in a row, and strong years make it easy to delay process change. Her view was straightforward: when the business is healthy, stores have room to train, test, and build habits that matter later.
Technician Buy-in Still Decides A Lot
She tied that directly to the technician shortage. Technicians, advisors, and managers need a reason to believe in the process. Stores need to explain why the work matters, how it builds trust, and why it helps secure the future of the business. That buy-in matters just as much as the technology itself.
The Franchise Edge Still Lives in the Relationship
Borches also framed the franchise question in a way that stayed with the room. If customers stop seeing value in dealers being part of the buying and servicing process, the role weakens. She connected that to what she’s hearing about lower-cost models in other markets, where the ownership experience often breaks down around parts, service, and follow-through. Dealers in the U.S. still hold a major edge in community presence, accountability, and day-to-day relationships with customers.
Her comments on AI stayed practical too. She talked about using data, and potentially AI, to hear the customer better and improve processes faster. That matched the broader tone of the event, where AI kept showing up as a workflow tool, a listening tool, and a way to strengthen the parts of the business that still depend on human trust.
Community Impact Still Tells the Strongest Story
The interview closed with Carter Myers Automotive’s work with Giving Words Virginia, which repairs and donates reliable trade-ins to single moms who need transportation. The program also brings technical school students into the process so they can see how their skills change someone’s life in a very real way.
Transportation still changes lives. Service still builds trust. Community still matters.
