Expectation vs. Reality: The Big Shift in Customer Journey

Track: Digital Super Track

Thursday, March 10, 2022 2:30 PM - Tuesday, June 14, 2022 3:30 PM



Presenters: Jessica Stafford

Consumers still research, shop and buy, but the way they do it is radically different than ever before. Their expectations, behaviors and motivations are shifting; they're visiting fewer websites and taking less time to make decisions. When expectations don't meet reality, the result is frustration and friction for everyone. Are you and your staff shifting with the customer? Learn about consumer expectations, and how you can meet them to deliver a positive shopping and buying experience.


Jessica Stafford

Jessica Stafford
Senior Vice President of Consumer Solutions

As Senior Vice President Consumer Solutions for Cox Automotive, Jessica Stafford leads overall strategy and operations for the two largest and most-trusted consumer brands, Autotrader and Kelley Blue Book. She drives development and innovation to make the car shopping and buying experience easy and exciting by seamlessly connecting buyers with sellers. <br><br>Focused on driving higher quality leads and profitable sales for dealers, Stafford recently oversaw the dramatic transformation of the All-New Autotrader – a faster, personalized online shopping experience that delivers true price confidence for today's consumers and drives even more engaged shoppers to the most relevant dealer listings.