In this episode of the Dealer Insights podcast, Vinnie and Shaun discuss the importance of customer service in the automotive industry. Vinnie emphasizes the need for training and preparation to provide a great customer experience. Vinnie also talks about the impact of digital retailing tools on customer interactions, highlighting the value of human expertise. The also includes discussion about the challenges faced by dealerships in keeping up with technology and the overwhelming amount of data they have to deal with. Vinnie and Shaun both express their concerns about the impersonal nature of technology and emphasize the importance of human connection in customer interactions. They also touch on the challenges faced by dealerships in managing various aspects of the sales experience and the role of AI in providing actionable information.