{"version":"1.0.0","episode":{"title":"“Your Data Is Dirty!” How Bad Data is Cannibalizing Your AI Strategy (+ How to Fix It) | Brian Abrams, VP of Data and AI at CDK Global","url":"http://getcarcurious.com/episodes/your-data-is-dirty-how-bad-data-is-cannibalizing-your-ai-strategy-how-to-fix-it-brian-abrams-vp-of-data-and-ai-at-cdk-global","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR4331348669.mp3","description":"Today, I'm joined by Brian Abrams, VP of Data and AI at CDK Global, to discuss the critical shift from viewing AI as a \"tool\" to an operational strategy that prevents massive profit leakage. \n\nBrian explains why nearly 60% of dealer data is currently \"dirty,\" how consumer AI agents are already calling stores to negotiate deals, and why a unified customer profile is now the only way to protect your margins. \n\n\n\nThis episode is brought to you by:\n\n\n\n1. Podium - The AI platform trusted by one in three dealerships. Podium helps dealers consolidate sales, service, messaging, and voice into one connected system that actually runs the work. If your AI isn’t driving real outcomes, it’s time to take a closer look @ here.\n\n\n\n2. Veramatic -  Meet Veramatic: the accuracy layer your DMS never built. Get clean, consistent, trusted accounting data, normalized before it hits the GL, automatically. Learn more @ here.\n\n\n\n3. CDK Global - Dealership challenges are constantly evolving—your technology should too. The CDK Dealership Xperience Platform unifies your operations with AI-driven tools built to grow with you. 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Sales and BDC reps are chasing phantom leads, working stale records in service. The vehi...","canonicalId":"car:rolls-royce:phantom","priority":0.5,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Rolls-Royce Phantom is the brand’s flagship luxury sedan, known for its ultra-comfortable ride, high-end interior appointments, and long-distance focus. It often comes up in dealership and service conversations because owners typically expect white-glove care and because these cars can be expensive to maintain and repair. In a podcast about sales and lead follow-up, “Phantom leads” is likely being used as a reference point for high-end, high-expectation customers and vehicles.","simplifiedExplanation":"The Rolls-Royce Phantom is a very high-end luxury car, built mainly for comfort and a smooth ride. People who own it usually want top-level service and attention when they bring it in for maintenance. It may be mentioned in dealership discussions because it represents a premium customer type.","imageAttribution":"Wikimedia Commons / CC BY 2.0"}},{"startTime":1529.2,"endTime":1549.5,"type":"term","title":"gross profit","url":"/glossary/gross-profit","quote":"They can see missed opportunities and segmentations that have that gross profitable gross profit number actually attached to it... if you do not engage with this customer you are going to lose 2000000 dollars of gross profit over the next five years.","canonicalId":"term:gross-profit","priority":0.25,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Gross profit is revenue minus the direct costs of delivering the product or service (before operating expenses). The episode uses gross profit as a measurable way to quantify missed opportunities and the financial impact of not engaging customers.","simplifiedExplanation":"Gross profit is the money left after the direct costs are paid. The hosts are using it to show how much dealerships can lose if they don’t follow up with customers."}},{"startTime":1609.1,"endTime":1626.3,"type":"term","title":"warranty pay","url":"/glossary/warranty-pay","quote":"We know there's repairs that are happening.\nThere's warranty pay. There's all sorts of things that are happening.","canonicalId":"term:warranty-pay","priority":0.4,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Warranty pay refers to the labor and parts reimbursement a dealership receives for repairs covered under a manufacturer warranty. In the service lane example, it’s one of the revenue streams that can be analyzed alongside customer history and repair activity."}},{"startTime":1609.1,"endTime":1657.3,"type":"concept","title":"service lane","url":"/glossary/service-lane","quote":"A really concrete example that is being used in the service lane is when it comes to discounting and goodwill with service advisors service managers service directors.","canonicalId":"concept:service-lane","priority":0.35,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The “service lane” is the dealership’s service department workflow—everything from scheduling and advisor interactions to repair work and billing. The segment uses it to explain how AI/data can support decisions in service, not just sales.","simplifiedExplanation":"The service lane is the dealership’s service side—where customers bring cars in for repairs and maintenance. The hosts are saying the data/AI should help there too."}},{"startTime":1657.3,"endTime":1674.3,"type":"concept","title":"customer retention","url":"/glossary/customer-retention","quote":"Hey if I knock off 300 dollars off of this I'm going to be able to retain this customer for a lifetime which is worth 5000000 dollars potentially","canonicalId":"concept:customer-retention","priority":0.4,"confidence":0.65,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Customer retention is the ability to keep customers returning over time. The segment connects retention to service decisions (like goodwill discounts) and argues that with better data, dealers can estimate the long-term value of those actions.","simplifiedExplanation":"Customer retention means getting customers to come back again and again. Here, they’re saying discounts in service can be justified if they keep people loyal."}},{"startTime":1657.3,"endTime":1674.3,"type":"concept","title":"goodwill","url":"/glossary/goodwill","quote":"then and there when we're talking about goodwill. If there's something going on. Hey if I knock off 300 dollars off of this I'm going to be able to retain this customer for a lifetime","canonicalId":"concept:goodwill","priority":0.3,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership service, “goodwill” typically means discretionary concessions—like discounts or waiving part of a bill—to keep a customer satisfied. The segment frames goodwill as something that can be quantified against customer retention and lifetime value.","simplifiedExplanation":"Goodwill here means the dealership gives a customer a break, like a discount, to keep them happy. The point is that it can be worth it if it keeps the customer coming back."}},{"startTime":1690.2,"endTime":1710.4,"type":"term","title":"CDPs","url":"/glossary/cdps","quote":"What's your number one piece of advice to dealers who are listening in and just trying to adopt all this change\nin AI and CDPs... Think about the data fragmentation and the quality.","canonicalId":"term:cdps","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CDPs (Customer Data Platforms) are systems that collect and unify customer data from many sources into a single profile. The segment frames CDPs as foundational for AI and personalization because they reduce fragmentation and improve data quality.","simplifiedExplanation":"A CDP is software that brings customer information together in one place. That helps AI and marketing teams target people more accurately."}},{"startTime":1690.2,"endTime":1710.4,"type":"concept","title":"data fragmentation","url":"/glossary/data-fragmentation","quote":"What's your piece of advice to dealers who are listening in and just trying to adopt all this change\nin AI and CDPs... Think about the data fragmentation and the quality.","canonicalId":"concept:data-fragmentation","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Data fragmentation means a dealership’s customer and vehicle information is split across multiple systems that don’t share cleanly. That makes it harder for AI to build a complete view of each shopper, so predictions and recommendations become less accurate.","simplifiedExplanation":"It means your customer info is scattered in different software systems. If AI can’t see the full picture, it can’t make good recommendations."}},{"startTime":1730.7,"endTime":1748.0,"type":"concept","title":"data hygiene","url":"/glossary/data-hygiene","quote":"So so worry about the data hygiene.\nGarbage garbage out garbage and garbage out and whoever is the title.","canonicalId":"concept:data-hygiene","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Data hygiene is the practice of keeping data accurate, complete, and up to date. In the segment, the hosts argue that poor data hygiene makes AI tools ineffective because the AI is only as good as the information it’s trained on or fed.","simplifiedExplanation":"Data hygiene is just keeping your customer and service records clean and correct. If the data is messy, AI can’t give useful results."}},{"startTime":1730.7,"endTime":1748.0,"type":"term","title":"ROI","url":"/glossary/roi","quote":"If a dealer's data is not clean and quality any AI tool that they use is going to be impacted and it's not going to provide good ROI","canonicalId":"term:roi","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ROI (return on investment) measures how much profit or value you get relative to what you spend. The segment argues that dirty data prevents AI tools from delivering good ROI for dealers.","simplifiedExplanation":"ROI means “did it pay off?” It compares the benefit you get to the cost. The point is that bad data can make AI projects not worth the money."}},{"startTime":1748.0,"endTime":1756.7,"type":"concept","title":"garbage in, garbage out","url":"/glossary/garbage-in-garbage-out","quote":"So so worry about the data hygiene.\nGarbage garbage out garbage and garbage out and whoever is the title. That's the title of the podcast right there Brian.","canonicalId":"concept:garbage-in-garbage-out","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Garbage in, garbage out” is the idea that if your inputs (data) are wrong or low quality, the outputs (AI decisions, targeting, recommendations) will also be wrong. The episode uses it to emphasize that dirty dealership data undermines AI ROI.","simplifiedExplanation":"If you start with bad information, you’ll get bad results. The point here is that AI can’t fix messy dealership data."}},{"startTime":1806.4,"endTime":1820.8,"type":"company","title":"CDK Global","url":"/glossary/cdk-global","quote":"And with ours being native and built in it provides a real advantage and value to our products.\nImpressive stuff. Brian. Appreciate all the insights.","canonicalId":"company:cdk-global","priority":0.35,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CDK Global is the company discussed in the episode as providing a “native and built in” approach for its products. In this context, the host is positioning CDK Global’s platform as integrated across dealership workflows, which can affect how well data and AI initiatives work.","simplifiedExplanation":"CDK Global is a software company used by dealerships. Here, they’re saying their system is built into dealership workflows, which can help AI and data projects work better."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/your-data-is-dirty-how-bad-data-is-cannibalizing-your-ai-strategy-how-to-fix-it-brian-abrams-vp-of-data-and-ai-at-cdk-global/transcript.vtt","type":"text/vtt"}]}