Benchmark Customer Experience and Contact Center Strategy

The Auto Customer Service Roundtable brings together executives leading customer experience, call center operations, and servicing strategy across the auto finance industry. Members explore how to evolve their service models, optimize staffing, and integrate digital tools that keep pace with rising customer expectations and operational complexity.

As customer communication channels expand and servicing becomes more distributed, CX leaders must balance high-touch support with scalable technology. This roundtable provides a peer-led forum to navigate those shifts—benchmarking what works, identifying friction points, and surfacing innovations that deliver measurable improvement across contact centers and digital experiences.

Membership includes: Executive Meetings—both in-person and virtual—focused on best practices and performance trends; Unlimited Custom Surveys to gather peer intelligence on high-priority topics like refund processing or lease-end strategy; and Proprietary Benchmarking across KPIs such as first-call resolution, IVR containment, agent span of control, and service level performance.

Benchmark data is delivered through Auriemma’s VIZOR platform, which equips members with quarterly performance reports and trend dashboards—helping leaders assess where they stand, where peers are headed, and where service operations need to evolve next.

Who Should Join?

Heads of Customer Service, Operational Excellence, CX Strategy, Call Center Management, and other senior leaders managing post-origination customer interactions in auto lending.

Why It Matters:

Auto servicing is no longer just about answering calls—it’s about delivering consistent, high-quality experiences across every channel. The Auto Customer Service Roundtable helps you lead that transformation with the insight, data, and peer support to do it right.

Hot Topics:

• Onboarding New Customers: Strategies, training, welcome kits, etc.
• Alternate Contact Channels: Customer communication through chat, text, and other channels, and the effect on call volume and the contact center
• Staff Management: Organizational structures, onboarding processes, QA & coaching strategies, talent development, and engagement and anti-attrition initiatives
• Off-Phone, Back-Office Operations: Titles, payoffs, and other areas of concern for servicing loan and lease accounts