Inside CDK's Data: What's Really Holding Service Departments Back With Kim Saylor! — Dealer Talk With Jen Suzuki

What's really happening inside dealership service departments?
In this episode, Jen sits down with Kim Saylor, Senior Director of Fixed Ops Product Marketing at CDK Global, to break down the real shifts, disruptions, and opportunities shaping fixed ops today.

Kim brings big data, real research, and boots-on-the-ground insights from dealerships across the country — and she's not sugarcoating anything.

Together, Jen and Kim dive into:

Why customer trust is still the #1 weak link—and how the best service departments are fixing it
How AI scheduling and communication tools are actually performing in the real world
Where dealers are unintentionally losing service revenue
What high-performing service departments do differently every single day
The three action steps every leader can implement in the next 90 days
Why videos, mobile approvals, and dynamic pricing are changing the game
How advisors and technicians can evolve without losing the human touch that customers crave

This is a candid, high-value conversation for dealers, GMs, fixed ops directors, BDC leaders, and anyone serious about elevating service performance with better processes, better tech, and better human connection.

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

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