Customers is king, and so are employees: Škoda Auto Volkswagen India CEO

“The saying is that ‘customer is king,’ but one should value the employees as much as the customers,” Piyush Arora, CEO and MD of Škoda Auto Volkswagen India, told ETHRWorld, adding, “If you take care of your employees, they will take care of your customers.”

Leading Škoda Auto Volkswagen India (SAVWIPL) in the world’s third-largest passenger vehicle (PV) market—where sales are projected to reach over six million units in the coming decade—demands resilience and vision. Arora describes his role as challenging and rewarding.

In around three years of his tenure, Arora has been steering the company through an era of disruption and opportunity in India’s burgeoning PV market.

“India’s PV market is transforming into greener and more connected vehicles. To cater to this growth, we are expanding our modern product portfolio across our five iconic brands, leveraging our skilled team, strong partners, and the legacy of the Volkswagen Group,” he told ETHRWorld for ‘CEO Chronicles’.

In today’s fast-paced environment, Arora believes CEOs must be agile, approachable, and technologically savvy. He emphasised balancing ‘global expertise with local insights’ to address evolving customer preferences. SAVWIPL’s success, he noted, hinges on indigenising products, such as the recently launched Škoda Kushaq, and preparing for the future with a diverse mix of internal combustion engine (ICE), hybrid, and electric powertrains.

“It’s about creating opportunities today while staying ready for tomorrow,” he said.

Embracing AI at the workplace
Under Arora’s leadership, two-way communication has become a cornerstone of alignment at SAVWIPL. Regular town halls, skip-level meetings, and freewheeling sessions foster transparency and collaboration, he claimed.

“Listening to our employees at regular intervals is extremely important to me, for which I meet a select group of employees via a freewheeling session every month,” he stated. This approach has driven initiatives such as using AI-enabled cameras for quality assurance and immersive customer experiences through AI-assisted car visualisers.

AI and digital tools have reshaped how the company operates. From robotic framing to advanced digital monitoring systems, SAVWIPL has integrated technologies across its operations. “AI is a big enabler, bringing efficiency to everything from product development to customer journeys,” Arora said.

For instance, SAVWIPL’s AI-driven call-to-text transcription solutions enhance customer support, while an immersive car visualiser transforms how customers explore vehicles. “Our week-long AI seminar for employees showcased the hands-on potential of AI, preparing our workforce for a tech-driven future,” he added.

What CEO wants from HRs?
Looking ahead, Arora’s vision for SAVWIPL is clear: Cater to diverse customer needs while increasing market share. Central to this vision is a robust HR strategy that minimises attrition, attracts talent, and fosters employee engagement.

With dynamic business scenarios and SAVWIPL's growth plans, Arora said the ‘Training Academy’ is in the process of identifying competencies required to work on future technologies.

ETHRWorld earlier reported that demand for roles such as 2D & 3D Modellers, CAD / CAE Modellers, and Repeatable Product Designers has significantly dropped by up to 50 per cent in the last two years (2022–24).

Rapid fire round with CEO

(A) What are the key challenges that keep you awake at night?

Innovations and ideas to improve efficiencies and offer the best value to our customers. Further, the speed of transformation of the automotive industry.

(B) If you could instantly implement one change in your organisation, what would it be?

Being an agile organisation. Reducing the turnaround time for our products—from conceptualisation to the market. Even deeper localisation is in line with the ‘Make in India’ initiative.

(C) What’s a common leadership pitfall CEOs should avoid when managing their teams?

Micromanagement, not empowering your team, and lack of proper communication.

(D) Do you believe AI or human intuition will be the driving force behind business innovation?

It’s a balance. Humans utilising AI ethically will be the mantra for success.

(E) What is the best leadership advice you’ve ever received that has shaped your approach to running the company?

The saying is that “The customer is king,” but one should value the employees as much as the customers. If you take care of your employees, they will take care of your customers.