Driving CX Transformation in the Truck Industry
While the Automotive industry is already in process of adopting CX strategies, Truck players are visualized as heavy and slow moving on transformation journeys. For an organization like PACCAR, where business touches almost all aspects of the Truck owner – finance – leasing – parts – servicing experience, constant engagement & best experience is extremely important. It is far more important for competitive finance/leasing industry where ‘69% of customers leave due to poor service rather than poor products’.
In this session, you will hear from Satish Iyer about the PACCAR Finance Transformation journey and applied strategies for adopting CX across the value chain. You will also learn from Vinay Joshi (AVP Client Services, Infosys) about re-imagined customer end-to-end journeys and value based accelerated transformation delivery.
Vinay Joshi is a trusted advisor and accomplished sales leader in Automotive & Auto-Finance industry. He has global experience spanning across USA, Europe, Asia serving Fortune 500 clients in Automotive, Captive Finance, Manufacturing, Energy & Utilities. His areas of expertise include: global sales – innovation – transformation leader with proven track record of revenue growth & business expansion, alliance & partnership development, team building, large deals, client relationship, CoE & solution advisory. Within his role at Infosys he is also responsible for new client development, driving non-linear growth, analyst engagements & alliance with strategic partners.