Bangalore, India, March 27, 2026 — Kapture CX’s Vikas Garg, Co-founder & Chief Product Officer, was recently featured on the Analytics Insight Podcast, where he shared perspectives on how technology is transforming the automotive service industry through connected ecosystems.
In the episode, titled “Auto Repair at Inflection Point: Connected Workshop Ecosystems,” Vikas discussed how the auto repair industry is undergoing a significant shift—driven by the need for greater transparency, efficiency, and trust in customer interactions.
The conversation highlighted a core challenge in the industry: customers often lack visibility into repair processes, costs, and decision-making, creating uncertainty and inconsistent service experiences.
Vikas emphasized the growing role of connected platforms in addressing these gaps by bringing together customers, workshops, and service partners into a unified system. These platforms enable better coordination, clearer communication, and even pre-service estimations—making the entire repair journey more predictable and streamlined.
He also shed light on the importance of digitizing and structuring operations within independent repair shops, which currently handle a large portion of post-warranty vehicle servicing but often operate in fragmented and unorganized environments.
By introducing structured workflows, guided inspections, and real-time updates, connected ecosystems are helping improve service consistency while still allowing flexibility for technicians’ expertise.
The discussion reinforces a broader theme central to Kapture CX’s vision: leveraging technology and AI-driven systems to transform traditionally fragmented industries into integrated, customer-centric ecosystems that deliver better outcomes for both businesses and end users.
About Kapture
Kapture is an enterprise-grade AI powered Omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Sohail Shaikh
Senior Manager – Product Marketing
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