Where CX Really Moves the Needle

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I am an automotive industry veteran with over 30 years of leadership experience across the sales and marketing spectrum. Having most recently served as the CEO of JSW MG Motor India, I have now transitioned into independent consultancy. I leverage my extensive background—which includes key roles at Mahindra and Hindustan Motors (HM)—to mentor startups, lead executive recruitment, and inspire the next generation of leaders at management institutes. My mission is to revolutionize industry services by developing innovative aggregate platforms.

Q2. What has fundamentally changed in how customers evaluate automotive brands today compared to two or three years ago?

In recent years, we have witnessed a fundamental shift in consumer behavior within the automotive sector. The traditional 'Brand First' loyalty has been replaced by a 'Product & Feature First' mindset. Today’s consumers operate on the assumption of technical parity—they believe all major players produce high-quality vehicles. Consequently, buying decisions are now driven by specific features, technology, and value for money. This is why we increasingly hear prospects ask for a 'Fronx' or a 'Seltos', etc., rather than simply asking…