CitNOW – Personalised Video 2026

12:48 pm, July 14, 2026

Video has become one of the most powerful sales tools available to dealers.

Whether it’s showcasing stock or building trust with customers, the very best providers help retailers stand out from the crowd.

This year’s Highly Commended awards go to Vehicles in Video and GardX.

But taking the title this year is one of the industry’s best-known names – CitNOW.

The company moved up from a Highly Commended finish last year to take the top spot in 2026.

Chief product officer Lisa Arrowsmith said the award was especially meaningful because it came directly from the retailers CitNOW works with every day.

‘We’re really proud and honoured,’ she told Car Dealer. ‘I think particularly because the award is voted for by the industry.

‘At CitNOW, it’s our mission to make our customers successful, and that’s a value that all of us are really proud to stand behind.

‘So winning this award is just a really lovely validation of that.’

Although video has been at the heart of CitNow’s business for almost two decades, Arrowsmith said the company has continued to evolve alongside changing customer expectations and new technologies.

‘CitNOW Video originally launched almost 20 years ago and we’ve definitely not stood still since then,’ she said.

‘Just over the past year we’ve seen a massive pace of change and we’ve partnered really closely with our customers and used technology to adapt to changing consumer trends, really helping our retailers to increase their own growth, their own customer loyalty and customer lifetime value.’

One of the biggest developments has been the introduction of AI-powered video quality check.

‘For example, through our Video Quality AI feature we use AI to make sure that all videos seen by consumers really do meet those quality standards of that dealer group automatically,’ she explained.

‘By improving that consumer experience, we’re also saving valuable time for our service advisers and our sales managers.

‘All of that’s been designed, built and deployed by CitNOW teams who are really laser focused on making our dealership customers successful.’

Over the past year, CitNOW has also focused on improving communication between dealerships and customers, introducing WhatsApp integration.

‘We’ve really focused on enhanced communications between dealerships and their own customers,’ she said.

‘Whether that’s through the addition of WhatsApp to our videos to make quick communication and approvals happen faster, or whether it’s through a fully automated customer-aware marketing journey.

‘Consumers have changed the way that they expect people to communicate with them.’

Looking ahead, Arrowsmith said CitNOW would continue investing in its platform, and having a greater focus on AI.

‘We’re really focused on combining that rich automotive heritage with cutting-edge technology to deliver a better experience for retailers and also for consumers,’ she said.