Award-winning dealers to share customer service strategies at Automotive Management Live

Car dealers will explore how to make buying a vehicle easier as part of a special session at Automotive Management Live at Birmingham’s NEC on November 11.

The session, “How can dealers remove friction from the buying journey?”, will examine how businesses can combine digital convenience with personal service, from the initial enquiry through to payment.

Chris Lee, managing director of Howards Motor Group, will join Su Mawdsley, group head of compliance and customer experience at Chapelhouse Motor Group.

Howards won Best in Customer Service at the AM Awards 2026, bringing an award-winning perspective to a discussion aimed at franchised dealers, car supermarkets and independents.

Chapelhouse Motor Group is an award winning business in its own right, with a specific focus on customer care and customer experience.

Get your registration done, receive speaker and exhibitor announcements, and get the latest updates on the biggest Automotive Management Live yet.

Register here 

Digital platforms, online marketplaces and new ways of buying vehicles are reshaping customer expectations. Dealers face the challenge of making the process convenient while ensuring buyers can get advice and reassurance from their teams when they need it.

The panel will explore how technology and human interaction can work together throughout the purchase, helping delegates consider where their own processes make life easier for customers and where they create obstacles.

For businesses reviewing their customer experience, the discussion will provide an opportunity to hear perspectives from dealer leaders responsible for both commercial performance and the quality of service.

The session takes place from 12:00 to 12:45 in Theatre 3.