Reinventing Car Buying: CarMax’s Omnichannel Appeal

Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, Nicole sits down with Shamim Mohammed, EVP and Chief Information and Technology Officer at CarMax, to explore how the company is redefining the car buying experience. From omnichannel innovation to AI-powered tools like Sky 2.0, Shamim shares how CarMax puts customers at the center of every decision, creating multi-channel, personalized, and empowering journeys. 

You'll walk away with: 

• How CarMax’s omnichannel strategy is transforming customer experience 

• The role of AI and experimentation in driving innovation 

• Why startup culture and empowered teams fuel CX success 

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Sky 1.0 and Sky 2.0 AI assistants 

• CarMax’s Instant Offer (IO) program 

• Cross-functional product teams and startup culture 

• Net Promoter Score (NPS) as a CX metric 

• GenAI for customer review optimization 

🎧 Produced by Larj Media 

📩 For more CX insights, follow Nicole on Linkedin 

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Additional Resources 

Guest: Shamim Mohammed, EVP & Chief Information and Technology Officer, CarMax 

CarMax: https://www.carmax.com