The automotive industry is undergoing one of the most profound transformations of any sector today. In this episode of Unlocked, Justin Mason speaks with Donald Chesnut, former Chief Experience Officer at General Motors, about what’s really changing beneath the surface.

They explore the rise of the software-defined vehicle, why mobile has become central to the driving experience, how data is reshaping decision-making, and why customer experience only truly lands when it is tied to growth and profit.

A conversation about design, leadership, and what happens when digital and physical worlds collide at scale.

Topics covered

• Why automotive is transforming faster than almost any other industry
• What “software-defined vehicle” really means
• The shift from manufacturing-led to experience-led thinking
• Mobile as an extension of the vehicle, not an add-on
• Designing for subscriptions, autonomy, and ongoing services
• Pairing engineers and experience teams
• Data, NPS, and linking CX to profit
• Customer-centred growth as a leadership model
• Designing the unhappy path
• Building small, high-performing, multidisciplinary teams

Watch & Listen to the full interview on Spotify >>>>

Think your car is just a machine? It's actually a high-performance computer on wheels, and the battle for its soul is just beginning