S2E8: Behind the Wheel — How TVS Motor Is Reimagining Customer Delight in the Automotive Industry

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, speaks with Aalok R Pradhan, Chief Customer Delight Officer at TVS Motor Company, about how customer experience is evolving in the automotive industry. From Amazon's customer obsession to award-winning chatbot automation at CoinDCX — and now leading delight at TVS Motor — Aalok shares real-world insights on managing millions of service calls, spare-parts queries, warranty issues, and breakdown scenarios. This conversation explores where automation and AI add value, where humans remain irreplaceable, and why voice automation is the next big CX frontier in automotive.

Host

Ashish Santhalia

Published on

February 10, 2026

In this episode of Convin Conversations, Ashish Santhalia sits down with Aalok R Pradhan, Chief Customer Delight Officer at TVS Motor Company, to unpack how customer experience — or rather, customer delight — is being reimagined in the automotive industry.

With over 17 years of experience spanning telecom (Vodafone), e-commerce (Amazon), fintech & crypto (CoinDCX), and now automotive, Aalok has built, deployed, and scaled customer-first systems across some of India’s most demanding industries. He’s also been recognized as a Top 100 CX Leader (2022 & 2023) and won the Best Use of Chat Support in Fintech (2023) for his award-winning automation work.

At TVS Motor — a brand serving millions of riders across 60+ countries — Aalok leads customer delight across high-emotion journeys like vehicle servicing, breakdowns, spare parts, warranties, and escalations.

This conversation goes deep into what makes automotive CX fundamentally different, how automation and AI can help at scale, and why human empathy remains irreplaceable — even in an AI-first future.

Key Discussion Points Include

Aalok’s 17-year CX journey across telecom, e-commerce, fintech, and automotive
Lessons from Amazon’s customer-obsessed culture
Award-winning chatbot automation built at CoinDCX
What “Customer Delight” really means at TVS Motor
Unique CX challenges in automotive: service anxiety, breakdowns, warranties
How automotive CX differs from fintech and e-commerce
Where automation and AI genuinely help at TVS scale
The future of AI voice bots in automotive customer support
Which customer calls deliver the fastest ROI with automation
One critical mistake CX leaders make while deploying AI

Key Insights Include

Customer delight goes beyond resolution — it’s about emotional reassurance
Automotive CX is more complex than digital-first industries due to high emotional stakes
Automation works best for predictable, high-volume interactions
Voice automation is the next frontier after chatbots — especially in automotive
Human intervention is essential for breakdowns, escalations, and emotional moments
AI should reduce friction, not distance customers from real help