Car Dealership Guy Podcast

Solving the $182M Handoff Problem – Winning Back Customer Trust & Gen Z Buyers | Annie Fallows, Head of Navigator Platform at Capital One

Jan 29, 2026
Guest
Annie Fallows
Annie Fallows, Head of the Navigator Platform at Capital One, leads development of digital car‑buying tools. She talks about the jump in dealer trust, why Gen Z is both loyal and financially anxious, and how better online-to-showroom handoffs and contextual AI lift conversion rates.
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INSIGHT

Trust Jumped As Inventory And Digital Tools Recovered

  • Dealer trust rose from the low 40s to over 70% in the past two years due to inventory normalization and better digital experiences.
  • Consumers who trust a dealer are about twice as likely to buy their next car from that same dealer.
INSIGHT

Gen Z Trusts Dealers More Than Expected

  • Gen Z (18–28) trusts dealers more than other cohorts and views dealers as a top-five information source.
  • This gives dealers a strong opening to build long-term loyalty with the next generation of buyers.
ADVICE

Focus On Quality Leads Over Quantity

  • Prioritize high-quality lead connections that bring in shoppers likely to buy rather than chasing looky-loos.
  • Use end-to-end tools so leads convert at much higher rates and deliver strong in-store satisfaction.
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