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Episode #1230: Paul and Kyle sit down with CMA’s Liza Borches to talk people, culture, and leadership. From gratitude for the industry to intentional connection with employees, Liza shares how she’s orienting her team for the year ahead.

• Liza reminds dealers that even during slow months or challenging cycles, the automotive industry remains a meaningful, life-impacting business that provides opportunity and stability for millions.
  • She emphasizes optimism without naivety—acknowledging that 2026 will bring challenges, while reinforcing confidence that teams have the tools and strength to find solutions and grow through them.
  • As CMA continues to grow, Liza’s focus is alignment through intention. Her 2026 word is “reach,” guiding both customer engagement and deeper employee connection.
  • On the employee side, she’s prioritizing reaching voices that often go unheard—especially technicians—to better understand engagement, workplace needs, and long-term retention.
  • Liza reframes great customer experience as a downstream result of great employee experience, noting that discretionary effort comes from feeling cared for, not just compensation plans.

• 0:00 Intro with Paul Daly & Kyle Mountsier
• 2:51 Liza Borches joins the show
• 3:00 What 2025 revealed about people and culture
• 4:33 How leaders should balance optimism with realism
• 5:57 How CMA is aligning a growing organization around culture
• 8:52 Why reaching deeper with employees matters
• 11:30 How Liza is approaching NADA differently in 2026

• Thank you to today’s sponsor, Mia. Capture more revenue, protect CSI, and never miss a call or connection again with 24/7 phone coverage and texting (SMS) follow-up for sales, service, and reception. Learn more at https://www.mia.inc/

Join Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.

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