Delhi, 7th May, 2025: Leadership and Customer Experience are more than just roles or responsibilities—they are reflections of an individual’s journey, values, and passions. In this article, we delve into the personal stories, preferences, and philosophies of a seasoned leader in the field. From the books that inspire strategic thinking to career reflections, these insights provide a unique perspective on the multifaceted nature of leadership.
Join Ms. Vibha Sarin Prabhakar, Chief Experience Officer at Shriram Automall in an engaging and interesting conversation with Mr. Marquis Fernandes, who leads the India Business at Quantic India as they explore the experiences, values, key turning points, and mind-set that have driven Vibha’s achievements.
She is a Senior Management Executive & Business Strategist with 2 decades of experience in CX, digital transformation, business growth, and operations across leading global MNCs and Indian brands. She is the Chief Experience Officer at Shriram Automall, overseeing CX, marketing, branding, and stakeholder engagement for 135+ Automalls PAN India. An alumna of LBS, Wharton, IMD & INSEAD, she is also a TEDx Speaker, panellist in various industry forums, Woman CX Leader & Personality of the Year, and Mrs Delhi NCR 2022-23 1st Runner-up. Vibha is passionate about building excellence, reimagining CX, and driving DEI initiatives.
Can you recommend a book that has significantly influenced your approach to cybersecurity or leadership, and what key insights from that book have shaped your strategies or mind-set?
The Speed of Trust by Stephen M.R. Covey has deeply influenced my leadership style. It reinforced my belief that trust is the key driver of success — for both teams and organizations. In CX, building trust with customers starts with employees who trust their leaders, the brand, and the product. When that internal trust is strong, it naturally translates into better customer experiences. This book helped me frame trust not just as a value, but as a strategic asset that fuels performance, loyalty, and long-term growth.
If you had the chance to start your career all over again, what would you do differently, and why?
Honestly, I wouldn’t change a thing. My career path has been uniquely mine — shaped by thoughtful choices, meaningful challenges, and roles that have helped me grow at every step. Each experience, even the difficult ones, added depth to my perspective and strengthened my approach as a leader. I believe in embracing the journey as it unfolds, and I’m grateful for how mine has shaped me.
How has your definition of success evolved over the years, and what influenced that change?
For me, success has always been rooted in finding happiness in what I do — not chasing a predefined idea of success. When you genuinely enjoy your work, you naturally give it your best, and that dedication ultimately drives results. This mindset has been my constant mantra: love what you do, give it your 100%, and success will follow. It’s about fulfilment, not just achievement.
If you were to start your own business, what kind of venture would it be, and what problem would it solve?
If I were to start my own venture, it would focus on transforming organizations through a people-first approach to Customer Experience and Employee Engagement. Too often, companies treat CX as a function rather than a culture. My venture would help bridge that gap — aligning purpose, people, and processes to create meaningful experiences inside and out. By helping organizations build trust-based, emotionally connected cultures, we would not just improve customer outcomes, but also drive long-term business value.
If you weren’t a Customer Experience Leader, what other career path do you think you would have pursued and why?
Honestly, I wouldn’t choose anything else. I truly enjoy what I do — working at the intersection of people, purpose, and experience. It gives me the space to grow while staying connected to my passions. For me, CX isn’t just a role; it’s a mindset that aligns with who I am.
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