NCM Event Conversations feat. Carol Marshall
About this episode
Active Engage’s Carol Marshall explains why her team has prioritized in-person, human-to-human conversations for 16 years. She then lays out a near-term rollout: an AI tool coming in about a month that summarizes unscripted 10–12 minute calls and texts into highlights for sales and service teams, helping them pick up right where they left off. After that, sentiment analysis will follow—starting with an initial release in 2026—while keeping dealership websites interactive and the human touch front and center.
In this special Series NCM Event Conversations we grabbed a few of our favorite guest to talk about their experiences and whats happening in our Industry. In this interview Lou Ramirez and Fred Lennartz speak with Carol Marshall of Active Engage, the event’s title sponsor, to discuss why in-person engagement and human-to-human conversations still matter in a noisy world. Carol shares how Active Engage supports dealers by having live, unscripted 10–12 minute conversations with customers, helping sales and service teams follow up with confidence and reduce “dead lead” fatigue.
Join us at NCM’s first-ever Fuel the Future May 18th-20th – An NCM Fixed Ops Summit, an experience built for leaders ready to elevate performance, profitability, and the customer journey through modern systems and by utilizing AI-driven innovation.
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https://go.ncmassociates.com/Fixed-Ops-Summit.html
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