On 22nd August 2025, Jagan Institute of Management Studies (JIMS), Rohini organized an inspiring guest session titled “Luxury Beyond the Showroom: Customer Experience Lessons Beyond Textbooks” for the PGDM–Retail Management (2025–27) batch. The session focused on imparting practical insights into the luxury retail sector, emphasizing customer experience, adaptability, and self-motivation as key drivers of career success.
The session was delivered by Mr. Deepak Choudhary, CEO of Audi Delhi West and Audi Approved Plus, Noida. With more than two decades of experience in the automobile industry, Mr. Choudhary shared his remarkable professional journey—rising from an entry-level position to becoming one of the youngest CEOs in the luxury car industry. His story inspired students to pursue their passions with determination, continuous learning, and the courage to embrace challenges.
Mr. Choudhary highlighted how in luxury retail, the connection between the brand and the customer extends far beyond the showroom. He emphasized the importance of creating personalized experiences, building emotional bonds, and fostering trust to ensure lasting customer loyalty. He further stressed the need for innovation and adaptability, urging students to align their careers with evolving customer expectations in an increasingly phygital (physical + digital) world.
The session also focused on leadership and self-motivation. Mr. Choudhary encouraged students to take initiative in enhancing their skills, embrace responsibility in every role they undertake, and understand that success in luxury retail is not just about sales but also about relationship management, empathy, and attention to detail.
The interaction proved highly engaging, with students actively asking questions and gaining practical knowledge on how luxury brands craft unforgettable experiences for their clientele.
The session concluded on a positive note, motivating young retail professionals to go beyond classroom learning and draw inspiration from real-world industry practices.
Key Takeaways from the Session:
- Luxury retail extends beyond sales, focusing on customer loyalty and trust-building
- Importance of creating personalized and memorable customer experiences
- Adaptability and innovation as critical skills for future retail leaders
- Leadership and self-motivation as career-building essentials
- Success in luxury retail requires empathy, relationship management, and attention to detail