Agenda

Company and Product Updates

Join us for the kickoff session of our virtual summit, where Emilie and Ryan will unveil the latest updates from SATISFYD. 

Time: 11:00 AM ET
Speakers: Emilie Spalla, Vice President at SATISFYD and Ryan Condon, CEO and Founder at SATISFYD
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Building Loyalty Through Effective Rewards and Recognition

Recognizing and rewarding employees is more than just a nice gesture—it’s a strategic move that drives engagement, retention, and overall dealership success. In this session, Greg Mazzuco from Augeo will explore the importance of intentional employee recognition and rewards, and how top-performing dealers use these proven tools and programs to boost motivation, satisfaction and more.

Time: 11:30 AM ET
Speaker: Greg Mazzuco, Augeo Digital

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The Future of Customer Experience in the Equipment Industry

Customer expectations are evolving, and dealerships must adapt to stay ahead. In this session, Erin Wallace will explore the future of customer experience (CX) in equipment dealerships, sharing insights on emerging trends, proven strategies, and practical steps dealers can take to create a customer-centric culture. Learn how top-performing dealers are elevating CX to drive loyalty, retention, and long-term success.

Time: 12:30 PM ET
Speaker: Erin Wallace, Bain & Company
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EX + CX = the Reality of Your Business

Employee experience and Customer experience are intrinsically connected. As one thrives so does the other. In this session, Scott Backer from Ziegler Companies will break down the critical relationship between engaged employees and satisfied customers and how dealerships can leverage this connection to drive retention, loyalty, and business growth. Join us for an insightful discussion on how focusing on your people, both employees and customers, creates a dealership that stands out.

Time: 1:00 PM ET
Speaker: Scott Backer, Ziegler Companies
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Voices in Action: Expert Insights on Customer Experience

Customer experience (CX) is a key driver of dealership success—but what does it take to stand out? In this expert panel, industry leaders from top dealerships, OEMs, and CX Experts will share insights on delivering exceptional customer experiences that drive loyalty and growth. 

Time: 2:00 PM ET
Panelists:

✔ Sean Buchanan, Director of Marketing and Projects at Berry Companies
✔ Paul Chappell, Senior Customer Experience Manager at Hutson, Inc.
✔ Todd Bachman, President and CEO of Florida Coast Equipment
✔ Mary Sullivan, Marketing Director at Gateway Dealer Network
✔ Erin Wallace, Director of CX at Bain & Company
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How Equipment Evaluations Drive Sales and Customer Loyalty  

Accurate equipment data and evaluations are essential for both dealers and customers—they streamline trade-ins, improve transparency, and build trust. In this session, Andy Campbell, Director of Insights from Tractor Zoom will share strategies for capturing clean data, and discuss how integrating equipment evaluations into your CRM and business systems creates a seamless buying experience while empowering employees with the right data at the right time.

Time: 3:00 PM ET
Speaker: Andy Campbell, Tractor Zoom
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2025 Customer & Employee Experience Benchmark Report

We will share insights from the 2025 report, key metrics such as NPS, eNPS ranges for high-performance dealerships, and online reputation scores for heavy equipment dealerships. With data from dealerships across the United States, Canada, and Australia, this report serves as a powerful tool to evaluate your performance relative to competitors and develop a strategic roadmap for improvement in 2025. 

Time: 4:00 PM ET 
Speakers: Emilie Spalla, Vice President at SATISFYD and Ryan Condon, CEO and Founder at SATISFYD
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SATISFYD 2025 Top Dealer and MVP Awards

Survey data highlights areas of excellence, leading to the calculation of industry benchmarks. Dealers that surpass these benchmarks qualify for the SATISFYD Top Dealer Award, recognizing their outstanding dedication to delivering exceptional experiences for both customers and employees.

Join us as we celebrate excellence in customer experience and employee engagement with the SATISFYD Top Dealer Award. We’ll also present MVP Awards to honor outstanding champions who have demonstrated remarkable leadership and made a lasting impact on their teams and organizations.

Time: 4:30 PM ET 
Speakers: Emilie Spalla, Vice President at SATISFYD and Ryan Condon, CEO and Founder at SATISFYD
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