Derek Simonds

Executive VP, Automotive at Numa, leading development and deployment of AI-driven communication and sentiment tools for dealerships to improve response times, reduce heat cases, and increase retention.

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Jan 3, 2026 • 38min

‘The CSI Illusion’ : The Death of the Survey and Why Speed is the Real Driver of Dealer Profit | Pre-NADA AI Spotlight #1

Bill Camastro, operator of Gold Coast Cadillac, champions transparency and real-time customer resolution. Derek Simonds, Executive VP at Numa, leads AI-driven communication tools for dealerships. They dive into the broken CSI metrics, arguing speed and proactive handling of heat cases are vital for customer satisfaction. AI's role in enhancing employee responsiveness is emphasized, with Bill sharing success stories of turning disgruntled customers into loyal advocates. Their insights suggest that adapting to AI and prioritizing speed can significantly boost dealer retention and profitability.

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