Trust, Data, and the Human Side of AI: Lessons From a Lifelong Automotive Leader

In this episode of “What If? So What?”, Jim Hertzfeld sits down with Wally Burchfield, former senior executive at GM, Nissan, and Nissan United, to explore what’s driving transformation in the automotive industry and beyond. 

 Wally’s perspective is clear: in a world obsessed with automation and data, the companies that win will be the ones that stay human. 

 From “Build and Sell” to “Know and Serve” 

 The old model was simple: build a car, sell a car, repeat. But as Wally explains it, that formula no longer works in a world where customer expectations are shaped by digital platforms and instant personalization. “It’s not just about selling a product,” he said. “It’s about retaining the customer through a high-quality experience one that feels personal, respectful, and effortless.” Every interaction matters, and every brand is in the experience business. 

 Data Alone Doesn’t Build Loyalty – Trust Does ...