CarMax saw the digital revolution in auto retail coming.
But even after a pandemic forced car dealers to quickly adopt online sales strategies, if they hadn't already, the growth rate of the digital revolution will remain slow, CarMax CEO Bill Nash said during a Reuters event this month.
CarMax began as a brick-and-mortar retailer in 1993 and was structured that way for years. But it "had to change everything in our organization" to make the pivot to become an omnichannel retailer, Nash said.
The largest used-vehicle retailer in the U.S. completed the rollout of omnichannel capabilities to its 220 stores last summer. Omnichannel refers to technology and processes aimed at providing a seamless buying experience for consumers whether they shop online, in-store or both.
With the shift, Nash said CarMax not only altered the jobs and pay of employees but also had to formulate new departments, such as a product organization focused on digital experience…