In an interview as part of Automotive Management’s Dealer AI Week initiative, Lisa Arrowsmith, chief product officer at CitNOW Group, outlined how AI can help dealerships to anticipate customers' needs and transform the customer journey. Across AM-online from September 15 to 19, Dealer AI Week is featuring a host of video interviews, features and expert guidance on the impact new technology is having on motor retail. Arrowsmith began by outlining that technology will create more personalised, connected, and convenient experiences for car buyers and owners. AI, she explained, is now enabling CitNow to go beyond simply reacting to customer needs, instead anticipating them in advance. As AI takes on more of the routine communication and automation within the sales and servicing process, Arrowsmith underlined the importance of not losing empathy.