Editor’s Letter

Dear Leader,

It’s been truly remarkable to see the many ways auto dealers have come through for their employees and customers over the past year and a half. The auto industry faced, and continues to navigate, extraordinary change in customer needs and expectations. We’re inspired by the way our customers have responded and very proud to work with urgency alongside you to deliver the best experience for your customers.

In this issue, our cover story, “The Evolving Customer Experience,” features a broad look at how car buyer behaviors and preferences have changed, and how continued focus on creating a superior experience will help you win in your market.

Our article “The Future is Electric” explores the latest trends driving consumer interest in electric vehicles, and how dealers can capitalize in this growing space now, five years and 10 years down the road.

This issue also showcases one of the most respected and admired figures in our industry, Dick Garber, who also happens to be a Zurich customer. We sat down with Mr. Garber to learn more about his history, philanthropy, team culture and how he prioritizes giving back to the community and organizations in need.

Additionally, we take a risk manager’s point of view in two of our feature stories, cybercrime and negligent entrustment, and share guidance for navigating these risks to mitigate your exposure.

All of these stories and much more in this issue!

Regards,

Vince Santivasi

Head of Direct Markets

Zurich North America