William Demaree |

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In this interview from the 2026 NADA Show, William Demaree of Tom Wood Auto shares how his team is deploying AI in service and why he’s “all in” on systems that reduce missed opportunities and protect the customer experience.

He recently launched Numa in six stores and explains what he’s seeing, including:
• How AI can improve appointment take rate
• A live CSI risk monitor that flags frustration signals in real time
• AI-driven follow-up when customers call a service advisor and hang up
• Why service managers have become some of the biggest champions of the tool
• How customer experience visibility helps teams intervene earlier
• What he’s looking for next at the 2026 NADA Show, including robotics in fixed ops

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