Connecting customer behavior, inventory, pricing, and omnichannel execution to drive growth 

In this session, BCG will explore rapidly-emerging applications and implications across three areas: 

• Omnichannel customer experience: Customers increasingly research, engage, and transact across the counter, phone, web, email, and text, while expecting a more and more connected experience. AI agents are enabling continuity across these interactions – from answering questions and scheduling appointments to sending reminders and live service updates 

• Inventory optimization: Leaders are leveraging customer and demand signals to help distinguish the parts whose availability determines whether a sale is won or lost from those where stock matters less – optimizing sales, working capital, and the ability to better service the customer. 

• Long-tail pricing: Pricing agents can expand the level of research and analytical rigor applied to large portfolios of slower-moving parts – an area that historically has received far less attention than the highest-volume parts 

Join the conversation on how these developments are changing the way aftermarket organizations use data, serve customers, and manage commercial decisions at scale. 

This session is approved for continuing education units (CEUs) through the University of the Aftermarket. Participants must have their badge scanned at the session to receive credit.

Earn Continuing Education Credits at AAPEX 2026

Advance your professional development while gaining valuable industry insights at AAPEX! Five sessions have been approved for continuing education units (CEUs) through Northwood University’s University of the Aftermarket. Attendees can earn up to 0.44 CEUs by participating in all five sessions. CEUs can count toward professional designations offered through the University of the Aftermarket, including AAP and MAAP.