How Emerging Tech and India's GCCs Are Redefining Automotive Retail
Sandeep Kumar Jain brings over 25+ years of experience in building strong teams, leading product and technology efforts, and scaling Global Capability Centers (GCCs). With a B.Tech and a postgraduate diploma in advanced computing from MET IIT, he has successfully built GCCs from the ground up and led large teams up to 2000+ across global and local markets. His focus areas include innovation, AI adoption, and driving business transformation. Known for his strategic vision and hands-on leadership, Sandeep champions ethical AI, operational excellence, and a strong organizational culture, positioning India as a global hub for automotive technology while delivering significant value across engineering, product, and customer-focused initiatives.
In a recent interaction with Mandvi Singh, Managing Editor at siliconindia, Sandeep Kumar Jain shared his insights on ‘How Emerging Tech and India’s GCCs Are Redefining Automotive Retail’.
India’s Global Capability Centers (GCCs) are no longer just extensions of multinational firms, they have become India’s own innovation playgrounds. In sectors such as automotive and retail, they are driving breakthroughs in autonomous driving, hydrogen fuel, AI-led shopping, and even quantum computing. Their uniqueness lies not only in cost efficiency but also in their ability to reduce time-to-market, accelerate prototyping, and reimagine customer experiences. Positioned at the intersection of talent, technology, and transformation, India’s GCCs are setting tomorrow’s global standards today.
India’s AI-Driven Auto Revolution
In today’s automotive retail landscape, technology is no longer just a support function it has become the driver of customer experience. Technologies like AI, ML, and data analytics are not only optimizing but also fundamentally redefining the journey from showroom to service. Fifteen to twenty years ago, buying a car was largely a transactional process, but today it centers on the customer experience. AI now provides real-time updates, such as predictive maintenance alerts from companies like CDK, notifying customers when servicing is due without relying on dealer reminders. From lead generation to delivery, tools like the CDK propensity-to-buy model and Artificial Intelligence Virtual Assistant (AIVA) facilitate 24/7 communication, enabling online bookings, and fundamentally transforming the way customers engage with automotive services.
Sandeep Kumar Jain says, "Reflecting on my 25-year journey in the automotive and technology services space, it’s clear that the industry has evolved from being tech-centric to truly customer-centric. At CDK, we strive to be an extension of our customers empowering dealership teams to collaborate effortlessly, eliminate inefficiencies, and build stronger, more meaningful relationships with their clients. Our legacy as a trusted leader in automotive technology is built on purpose-driven software, deep industry expertise, and scale”.
Today, by combining human insight with secure, market-rich data and advanced technologies like machine learning and predictive analytics, companies like CDK are proactively solving dealer challenges, empowering them with the tools, intelligence, and support they need to thrive. India’s exceptional tech talent is at the forefront of this transformation, embracing next-gen innovations like AI to reshape the future of this industry. It’s a privilege for the country to be led by such a dynamic and forward-thinking team.
The automotive and technology services industry is now involved end-to-end, moving far beyond simple execution. Requirement analysis has been transformed by AI-driven deep search tools such as ChatGPT 2.5, Gemini 2.5, and newer versions, providing teams with comprehensive access to information and enabling more effective product management.
Relying only on manual processes is no longer sustainable, real-time updates on car bookings, delivery schedules, and service timelines are now essential for customer satisfaction.
New Era of Automotive Retail
The Indian automotive market continues to evolve rapidly, online car selling is set to become essential for survival within next five years. The process is moving beyond dealership visits to include digital signatures, customization, and accessory additions. AI is increasingly being used to understand individual customer preferences, service needs, trade-ins, and leasing options, which are gradually expanding in India. The automotive sector is growing quickly, with high-end cars becoming more common. Digitization of sales and services, predictive maintenance, video-based service consultations, and alternative options are set to become standard, fundamentally transforming the customer experience.
Also, relying solely on manual processes has become increasingly unsustainable. Real-time updates on car bookings, delivery timelines, and service schedules are now critical for customer satisfaction. Options such as last-minute color changes, or direct agent interactions enhance convenience and responsiveness. Advanced agentic AI allows routine queries such as parts availability to be handled automatically via APIs, while more complex issues are escalated to human agents. Services like home pick-up and drop-off for vehicles further improve the customer experience. With multiple dealers available, these digital and AI-driven solutions are essential for retaining customers and maintaining competitiveness.
Also Read: Building a Resilient and Sustainable Gas-Based Economy for India
Accelerating India’s Mobility Revolution
As India aims to become a global leader in AI-powered automotive retail, policy frameworks and government incentives are expected to play an essential role in accelerating this transformation. Grants for digitization and funding for startups can help foster a more innovative ecosystem. While progress has been made over the past few years, processes such as vehicle transfers across states, lost RC replacements, and RTO services remain difficult and partially manual. Startups can streamline these challenges, but without supportive policies, even advanced systems will have limited impact. Government backing, combined with AI-driven products, real-time updates, and ecosystem support is essential to simplify processes and transform the automotive retail landscape.
The domain expertise and tech talent developed in India’s automotive GCCs can be applied across other mobility sectors, including EVs, infrastructure, logistics, and smart cities. Transitioning to these industries involves scaling existing talent, but prior knowledge from automotive integrations enables seamless adaptation. Setting up new infrastructure, such as EV systems, can be integrated with current processes. Existing capabilities, such as real-time updates and online appointment booking, can extend to services like battery replacement or other infrastructure, ensuring continuity and efficiency while leveraging India’s GCC expertise across the broader mobility ecosystem.
Markets around the world face unique challenges from complex regulations to diverse customer expectations that require tailored solutions. Tech companies like CDK, with deep industry expertise and strong technical capabilities, are well-positioned to develop practical tools such as AI-driven service scheduling, multilingual chatbots, smart pricing systems, and mobile-friendly dealer apps.
By designing solutions that address specific market needs while remaining scalable, these companies can create innovations that not only serve local environments but also have the potential to be adapted globally. Concepts like vehicle exchange programs, subscription models, and agent-led retail can be piloted in dynamic markets and refined for broader application.
Looking Ahead
The way the world is moving, AI is not a trend of the future instead it is happening today. Automotive technology landscape is growing rapidly, with OEMs offering advanced features even in mid-range vehicles. Industry leaders are connecting multiple data points and leveraging vast datasets for real-time updates, inventory planning, and sales forecasting. Aggressive AI adoption across these areas enhances insights, operational efficiency, and customer experience, positioning India’s automotive sector at the forefront of innovation.
Sandeep Kumar Jain highlights “It is the man with the machine, not the man versus machine, stressing ethical AI to amplify human potential”.
