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How To Prove To Customers That You Actually Care with Ted Rubin of ActivEngage
Manage episode 462138638 series 3373437
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AI is a powerful tool, but the human element is still the key ingredient in great customer experiences.
Whether it’s selling wine or cars, relationships matter. 🚗🍷
In this episode of Auto Collabs, the crew welcomes Ted Rubin, CEO and Founder of ActivEngage, to talk about the ever-evolving role of AI in automotive retail.
Before diving into tech, we take a quick detour through Europe—because when your wife is a sommelier, you don’t just visit France and Italy, you experience them. Ted shares insights on how wine, like the car business, is full of nuance, timing, and expertise that AI has yet to master. From the human element in dealership conversations to the strategic use of AI for efficiency, this episode is packed with wisdom from someone who’s been in the trenches of automotive for decades.
The conversation gets deep on how AI can enhance but not replace the personal touch in sales. Ted emphasizes that consumers aren’t just looking for information online—they’re testing the dealership, seeing if they’ll be treated with care. ActivEngage aims to make that first impression count, not by pushing leads, but by building relationships. And just like a well-paired wine and steak, the best sales experiences come from knowing your customer, understanding context, and delivering a tailored approach—something AI isn’t quite ready to do on its own.
🔑 Episode Takeaways:
⏱ 0:00 – Intro with Paul J. Daly, Kyle Mountsier (with a roast of Michael for not showing up).
⏱ 2:42 – Ted Rubin’s European adventure: wine, champagne, and a VIP New Year’s Eve in Paris.
⏱ 5:44 – Can AI replace a sommelier? The answer reveals deeper truths about human interaction.
⏱ 10:01 – Why AI belongs in dealership operations—but not in direct customer conversations (yet).
⏱ 17:15 – Trust in online interactions starts lower today than it did 20 years ago—here’s how to fix it.
⏱ 22:53 – Customers don’t chat for information; they chat to test how they’ll be treated.
Ted Rubin is the Founder/CEO of ActivEngage
https://www.linkedin.com/in/ted-rubin/
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