The Glass Wall™ Discovery engagement is designed for franchised dealerships and luxury hotels who have already implemented AI, whether driven by competitive pressure, staffing challenges or corporate mandate and need immediate clarity on how that technology is landing with their guests.
If you operate a luxury hotel, a premium automotive dealership or high-end retail space where brand standards are non-negotiable and guest expectations are unforgiving, this is your first line of defense.
You don't need to have a problem to benefit from this. You need to know whether one is forming.
What We Do
FIG enters your operations as a buyer, not a secret shopper. A high-expectations, brand-educated buyer. We move through every customer-facing touchpoint where AI or automated technology intersects with the guest journey, from first digital contact through post-experience follow-up.
We're not looking at your software. We're looking at your operational experience.
Guest Journey
Friction Map
Map of every AI touchpoint assessed against your brand standards and guest expectations.
Friction Point Prioritization Report
Report ranked by guest impact and 3R risk (Revenue, Reputation & Retention).
Updated Guest
Journey Map
A revised journey reflecting current AI integration with recommended alignment adjustments.
Vendor
Feedback Brief
A clear, actionable document you can hand directly to your AI provider for updates.
What Executive Visibility Looks Like in a Dealership
The Discovery answers one question: what is AI actually doing inside your store, and does it match what your systems report?
The digital front door: what AI collects and promises
Every form, chat and text where AI speaks for the store, mapped against your brand standards.
The handoff: does the salesperson know the customer?
The customer who gave your AI their details three times and meets a salesperson who has none of them.
The service drive: scheduling, reminders and status updates
Where automated promises meet the advisor who has to keep them.
The brand standard: where AI speaks for the franchise
The manufacturer's promise, tested against what your AI actually says and does.
The Vendor Brief: a document for your AI provider
Clear, concise and actionable.
What You Get
What You Get
Clarity
You won't receive a 200-page report no one reads. No.
You will get a clear, precise, prioritized picture of exactly where your AI is protecting your brand and where it isn't.
In one week.
Virtual Debrief Session
A live virtual walkthrough of findings with our President and Managing Partner, TaChelle Lawson so nothing gets lost in translation.
Investment & Timeline
Starting at $20K
Engagement begins within 10 days of confirmed booking.
Questions Dealer Principals Ask
Does FIG replace our AI vendor?
No. FIG doesn't implement AI, nor do we sell technology.
FIG shows you what the technology is doing.
How is this different from our CSI report?
CSI reports what customers said, after the fact. The Discovery shows what the system is doing in real-time.
Does the Discovery work for a single rooftop or location?
Yes. It was built for a single location.
What do we get at the end?
A friction map, a ranked prioritization report, updated journey map, Vendor Feedback Brief and a live debrief with TaChelle Lawson.
The Glass Wall™
The Glass Wall™ Discovery is the entry point to FIG's signature 16-week enterprise program for operators ready to build a permanent competitive advantage.
More resources
Read the Efficiency Trap White Paper for Automotive.
Get our flagship intelligence, The Glass Wall™ Theory White Paper
Visit the Intelligence Library for the latest thoughts and insights from FIG.