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In this episode, my guest is Steven van Belleghem, a globally recognised expert in customer experience and the impact of technology on business. He’s the author of several bestsellers, including When Digital Becomes Human, Customers the Day After Tomorrow, and The Offer You Can’t Refuse. Through his work with Nexxworks, Steven helps leading brands figure out how to stay relevant in a world that’s changing faster than most can keep up.

We get into the real story behind AI’s impact on customer behavior—and why many businesses are focusing on the wrong side of the AI revolution. Steven makes it clear: it’s not just about backend efficiency. It’s about how your customers are already using AI to search, decide, and buy in ways most businesses aren’t even seeing.

In this episode, you’ll learn:

• How AI is quietly raising the bar for what customers expect
• Why focusing only on internal AI projects could make your dealership invisible
• Why word of mouth and customer reviews are more critical than ever
• What car dealers can start doing today to build customer experiences that people actually talk about

Steven also shares a personal story that shows just how quickly a dealership can lose a lifetime of business by missing one key moment.

This conversation is packed with insights you can start applying right away. If you want to know how to keep winning customers in an AI-first world, this episode is for you.

There’s a lot in here to think about—and plenty you can start applying right now.

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In this episode, my guest is Martijn Bovee, Marketing Director at Louwman Dealer Group—one of the largest dealer groups in the Netherlands. With prior experience as General Manager at Auto.nl, a pioneer in online car retail, Martijn combines deep industry knowledge with a pragmatic vision for the future.

In this episode we talk about what actually happens when you introduce AI into a dealership group with over 1,700 employees and 50+ locations. Spoiler: It’s not about replacing people. It’s about doing the work that really matters.

Martijn shares how Louwman is using AI to reduce unnecessary customer interactions, improve agent experience, and eliminate repetitive phone calls—while keeping the human element exactly where it counts.

We dive into:

• What types of customer questions should never reach a person
• How Louwman saved millions by rethinking phone, chat, and messaging
• Why working smarter isn’t just a saying—it’s a survival strategy
• And how AI can actually increase job satisfaction

This isn’t theory. It’s a practical look at how a massive dealer group is making AI work in the real world—without losing sight of people, process, or purpose.

If you’ve ever asked yourself “Is it the right time to bring AI into our store?”—this is a good place to start.

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In this episode, my guest is Johan Sundstrand, CEO and co-founder of Phyron, a company that’s helping car dealers turn their inventory data into high-quality videos at scale.

We talk about how Johan went from running Sweden’s largest golf shop at 18 to building a tech company that now serves over 4,000 dealers in more than 35 countries. But more importantly, we get into the how and why behind Phyron’s growth—and what dealers can actually do with the tools they already have.

Here’s what you’ll learn in this episode:

• How to turn existing photos and spec sheets into engaging videos that boost SEO, keep buyers on your site longer, and help your inventory stand out
• What most dealers get wrong about digital marketing (especially when it comes to video)
• How you can build your brand, not just your listings, using video content across marketplaces, social media, and your own website
• Why emotion drives decisions, and how video helps create the kind of experience people remember
• What it really takes to get started (it’s faster and easier than most think)

If you’re trying to figure out how to keep up with modern retail expectations, or just want to get more out of the listings you already have, this episode is full of ideas that can actually move the needle. Johan brings a practical, no-fluff perspective that I think every dealer should hear.

Let me know what you think, and as always—thanks for listening.