Jeri Reichel on Why Omnichannel Retailing Is Now Essential for Dealers

Digital retailing has reached a tipping point as consumer expectations for online vehicle purchases continue to rise. On this episode of Driving Solutions, Jim Fitzpatrick is joined by Jeri Reichel, AVP of Strategic Planning at Cox Automotive, to discuss why omnichannel retailing is no longer optional for today’s dealers.

Reichel explains how buyer behavior has shifted toward flexible, online-first experiences that still preserve the value of in-store interaction. She outlines how modern digital retailing platforms have evolved beyond early, disconnected tools to support real payments, financing decisions, and full or partial transactions without disrupting dealership workflows. The conversation also explores the growing role of AI in retailing, from improving consumer discovery to streamlining lender decisions and compliance. As expectations accelerate over the next 12 to 24 months, dealers that focus on seamless execution and reduce friction at key handoff points will be better positioned to retain customers and protect long-term profitability.

Key discussion points include:

Why omnichannel retailing is now a baseline consumer expectationHow digital retailing technology has matured in recent yearsThe role of AI in improving efficiency and discoverabilityWhere dealers commonly lose shoppers during the online journeyPractical ways dealers can phase in digital retailing tools

Driving Solutions is the go-to podcast for dealership professionals who want to stay sharp, informed, and ahead of the curve. Hosted by Jim Fitzpatrick and powered by CBT News, each episode brings you real strategies, smart tools, and expert insights to help you run a more profitable operation.

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