Pramod Kuttiyil, CCXP

Pramod Kuttiyil | CX · CRM · CVM Leader 

I am a Customer Experience and Customer Value Management leader with over 20 years of experience architecting CX, CRM, and CVM as enterprise profit engines across global OEM and multi-brand automotive operations in the Middle East.

Across organisations including Nissan Motor Corporation, Mercedes-Benz (Gargash Enterprises), Al Habtoor Motors, and EK Kanoo Group, I have delivered over AED 180M in quantified incremental revenue — building CX and CRM functions from the ground up into board-level, P&L-accountable growth engines.

My work spans customer lifecycle monetisation, AI-powered data architecture, connected mobility, KAIZEN-led operational transformation, and CX governance across multi-market, multi-brand environments. I have led teams of up to 75 professionals and driven consistent NPS performance above 88%, alongside 8–20% retention uplifts and cost-to-serve reductions above 30%.

I am pursuing CCXP certification to formalise my expertise within a globally recognised framework and to deepen my engagement with the world's foremost community of CX professionals.

Within the CXPA community, I look forward to contributing my regional and operational perspective to peer conversations, engaging with global thought leadership, and continuing to advance the discipline of customer experience as a measurable commercial strategy — not merely a service function.

I believe CX, when architected with rigour and commercial intent, becomes one of the most powerful competitive advantages an organisation can build.

I am glad to be here and look forward to connecting.