Tuesday, March 10

The State of CX & EX: What Dealer Leaders Need to Know Now

Join us to kick off Day 1 of the SATISFYD Experience Summit with a high-level look at the CX + EX Benchmark results and what they signal for dealer leaders today. This session breaks down where the industry stands, the key risks and opportunities emerging from the data, and what executives should be paying attention to right now.

We’ll also explore year-over-year trends and their business implications, the critical connection between employee experience and customer outcomes, and what alignment at the leadership level looks like in practice.

Time: 10:00 AM CT
Speakers: Emilie Spalla, Vice President at SATISFYD, and Ryan Condon, CEO and Founder at SATISFYD
Perfect for: LEADERSHIP | HUMAN RESOURCES | MARKETERS | CUSTOMER SUPPORT

Stop Chasing the Score: Leading Customer Experience from the Inside Out

Customer experience isn’t just measured in surveys — it’s felt the moment a customer arrives at your dealership.

In this executive session, Paul Chappell, Senior Dealer Experience Manager at Hutson Equipment, will share how leadership, culture, and everyday operational discipline shape the customer experience long before a survey is ever completed.

Drawing from real examples across Hutson’s organization — where Net Promoter Score improved from 70 to over 90 — Paul will explore how dealership leaders can shift the focus from chasing metrics to building the conditions that drive stronger customer and employee engagement.

Designed for CEOs, Presidents, and operational leaders, this session will challenge leaders to rethink how CX is influenced by energy, accountability, and the small details that define the dealership experience.

Time: 11:00 AM CT
Perfect for: LEADERSHIP | MARKETERS | CUSTOMER SUPPORT

2026 Top Dealers and SATISFYD Experience MVP Awards

Join us as we recognize the dealers and leaders setting the standard for customer and employee experience in 2026.

During this special awards segment, we’ll highlight this year’s Top Dealers — organizations demonstrating consistent excellence in customer satisfaction, operational follow-through, and performance — along with our SATISFYD Experience MVPs, individuals who are driving meaningful impact inside their dealerships.

Time: 11:45 AM CT
Speakers: Emilie Spalla, Vice President at SATISFYD, and Ryan Condon, CEO and Founder at SATISFYD
Perfect for: LEADERSHIP | HUMAN RESOURCES | MARKETERS | CUSTOMER SUPPORT

llets are great

Thursday, March 12

Company and Product Updates

Join us for the kickoff of day 2 of our virtual summit, where Emilie and Ryan will unveil the latest updates from SATISFYD.

Time: 10:00 AM CT
Speakers: Emilie Spalla, VP at SATISFYD and Ryan Condon, CEO and Founder at SATISFYD

Perfect for: LEADERSHIP | HUMAN RESOURCES | MARKETERS | CUSTOMER SUPPORT

Voices in Action: How Dealers Are Turning Customer Feedback into Measurable Growth

Customer reviews play a powerful role in how dealers build trust, influence buying decisions, and stand out in competitive markets. In this Voices in Action session, dealer leaders actively using Reviews are joined by marketing agency partners to share how reviews are being collected, leveraged, and integrated into broader marketing strategies.

You’ll hear real-world examples from dealers such as A&H Equipment, Heritage Tractor, Wright Implement, alongside agency perspectives from Hunt Marketing Firm, and Root + Beta focused on what’s working today, what’s changed, and how other dealers can apply these lessons to drive visibility, credibility, and growth.

This session is designed for marketing teams and dealer leaders looking for practical, proven ways to turn customer feedback into measurable impact.

Time: 10:15 AM CT Perfect for: LEADERSHIP | MARKETERS | CUSTOMER SUPPORT

CX in Practice: How Dealers Are Improving Customer Experience Through Technology

Presented by Remi Schmaltz and Shawn Skaggs

Remi Schmaltz of Brilliant Harvest sits down with Shawn Skaggs, CEO of Parallel Ag, to share how they’re using technology to elevate customer experience across the dealership. Together, they’ll discuss how CX insights are turning into real operational improvements, stronger customer relationships, and more consistent execution—bridging strategy and day-to-day reality from both the platform and dealer perspective.

Time: 11:00 AM CT Perfect for: LEADERSHIP | MARKETERS | CUSTOMER SUPPORT

The Work Completed Box: Nothing Counts Until the Paperwork Is Done

Presented by John Dowling

A repair isn’t complete until it’s invoiced and paid.

In this practical session, John Dowling explains why delayed billing quietly erodes profitability and cash flow — and what dealerships can do about it. He’ll break down the gaps between order-to-invoice and invoice-to-cash cycles, the operational blind spots that slow collections, and the leadership actions required to tighten the process.

Attendees will leave with clear, actionable steps to accelerate billing, improve cash flow, and protect service department margin.

Time: 12:00 PM CT Perfect for: LEADERSHIP | MARKETERS | CUSTOMER SUPPORT

Who You’ll Hear From

Emilie Spalla
Vice President
SATISFYD

Remi Schmaltz
CEO & Founder
Brillant Harvest

Melissa Weber
Marketing Manager
A&H Equipment

Ryan Condon
CEO & Founder
SATISFYD

Emily Seeger
Chief Experience Officer
Wright Implement

Jessi Ganoung
Marketing Manager
Heritage Tractor

Shawn Skaggs
CEO
Parallel Ag

Kallen Alderman
Senior Growth Strategist
Hunt Marketing Firm

Andrew Levenson
Vice President & Managing Director
Root + Beta

Make Customer & Employee Experience Your Competitive Advantage

SATISFYD has been the leading customer and employee experience software provider for machinery dealerships and manufacturers since 1998, making it easy to listen to feedback, act on it, and grow your business.

The Human Equation in Dealership Excellence