New Orleans is a long way from Dallas

Following a cancelled connection, an overnight stay in Dallas and no way of flying onwards for a good few days, we made the call to hire a truck and embark on a road trip to New Orleans. Whilst I knew the US was vast, when you travel 550 miles over 9 and half hours but only cross one state line, it really does put into perspective just how enormous it actually is. Hats off to Sean Kent for driving the whole way – he was though, to be fair, in his element driving a Ford Expedition across the American South; well, for the first 6 hours anyway!

two men sitting in a car

The show must go on

NADA never fails to impress – the quality of speakers and panellists, the breadth of topics covered, the sheer scale of the Expo, the variety of products and solutions on display and, the footfall. Despite New Orleans recording its heaviest snowfall in over 100 years, causing severely disrupted travel plans for thousands of attendees, over 70% of passholders showed up; now that is resilience – a word that is often associated with the Automotive industry and was used across the weekend in several sessions.

AI AI Oh!

As expected, AI was everywhere at NADA this year, whether it was powering customer interactions, optimizing stock, streamlining service operations, or redefining digital retail, the majority of booths, panels and products we saw seemed to have an AI-powered promise. From predictive analytics to automated customer engagement and AI-driven F&I, the technology is being integrated across the entire automotive value chain. Companies like Tekion, CDK and Reynolds & Reynolds showcased next-gen DMS capabilities, while digital retail platforms pushed conversational AI assistants as the future of lead conversion.

But also, there was another argument and one that was equally compelling. AI is not a silver bullet. Several speakers, including OEM leaders and dealer groups, emphasized the need for a human-AI balance. The reality is that while AI can augment decision-making and automate repetitive tasks; trust, relationships and complex interactions still require the human touch.

The key takeaway here was that the real winners in the next evolution of automotive retail won’t just be those who adopt AI first, but those who know when to let AI work and when to let humans lead.

So yes, AI is here and it’s powerful but it works best when combined with experience, intuition, and the relationships that drive our industry forward.

Education on electrification

As expected EVs were a hot topic and there was lots of discussion about how dealerships are navigating the challenges of educating consumers on the benefits of transitioning to electrification. Many OEMs are looking to implement initiatives to support dealerships with EV training programs, fast-charging solutions, and incentives to encourage widespread adoption. This means consumer interest is growing but with regulatory pressures, is it growing fast enough?

Multi, Omni, Digital, Phygital…or, Just Meeting Customers Where They Are

There is clearly a significant shift underway in how retailers are engaging with customers and moving towards a model that meets them on their terms, whether that be online, in store or a seamless mix of both. Advancements in DMS, CRM, AI, data platforms and digital retailing tools are helping the transition by enabling retailers to deliver personalised, tailored solutions and more than ever, there was a clear focus on utilising these solutions to deliver outstanding customer experience. What stood out though, was the need to remember the importance of human interaction and stick to the basics where required – the majority of customers will still likely want to engage with a person further down the sales process. The takeaway from NADA? Technology is the enabler, not the solution and human interaction is more important than ever.

NADA in the Big Easy

In summary, another excellent NADA show – there’s a lot to take away and if one thing’s clear, it’s that the pace of change is not slowing, it’s accelerating.

And what a city to host it! New Orleans delivered in every way – the place, the people, the culture and of course, the music. Sean and I are both big fans of live music and NOLA did not disappoint. From function bands at the show, to street musicians on every other block and some of the best live jazz I’ve ever seen; the musicianship and passion were on another level.

Much like the Automotive Industry, New Orleans thrives on energy, adaptability and a deep connection to its audience – a fitting backdrop for a show focussed on transformation and customer experience.

Sean & Damian's NADA Show 2025 round-up

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