The average age of vehicles on the road is increasing. At the same time, vehicles are changing owners
quickly as the used car market continues to thrive. As these cars are no longer under warranty in most
situations, it can be difficult to get the owners of these vehicles into the dealer for service. This will be a
mix of new case studies and refreshed/updated information from the similarly-focused 2024 session,
including:

• What metrics and data do OEMs need to correctly track this group of customers?
• What 3+ year retention programs have OEMs done recently that were successful, and what recent programs were not successful?
• How will our retention strategies need to change as EV customers leave the warranty period?