In the rapidly transforming landscape of digital retail, consumer expectations, meanwhile, continue to evolve. As a result, brands are increasingly compelled to reimagine product lifecycles, rethink supply chain strategies, and, consequently, elevate customer experiences. Accordingly, this ongoing shift demands not only innovation but also adaptability at every level of the retail value chain. We have some great insights on all these from Ruchir Shankar.
At the forefront of this dynamic transformation stands Centric Software, a recognized leader in AI-enabled Product Lifecycle Management (PLM) and retail planning solutions. Furthermore, with a strong commitment to scalability, efficiency, and intelligence, Centric Software is, therefore, uniquely positioned to support brands navigating this complex terrain.
Notably, its robust portfolio of trusted, future-ready technologies currently powers global giants such as Louis Vuitton, H&M, Sephora, Zara, and GUESS. In doing so, Centric Software consistently brings cutting-edge innovations that enable brands to not only meet—but also exceed—shifting market expectations. Ultimately, it empowers organizations to thrive competitively, both today and in the evolving future.
Ruchir Shankar
In India, this charge is being led by Ruchir Shankar, Sales Director and India Geo Leader, Centric Software, a dynamic leader with over 25 years of experience spanning retail, fashion, IT-enabled services, and public sector technology. Ruchir’s career includes tenures at industry stalwarts like TCS, Siemens PLM, Oracle, Dassault Systèmes, and Lectra, equipping him with a diverse perspective across domains. His deep understanding of digital transformation, customer behavior, and market dynamics makes him a vital voice in the conversation around customer experience (CX) in product innovation.
In this exclusive interview with CX Quest, Ruchir delves into how Centric Software enables customer-centric product development through AI, data-driven insights, and agile execution. He shares his views on the evolving role of CX in product innovation, the India opportunity, and why the most competitive businesses today are those that design with the customer in mind from day one.
Customer Expectations
Q1. Ruchir, with your vast experience across industries, how has your understanding of customer expectations evolved over the years?
RS: Over the years, my understanding of customer expectations has evolved significantly, shaped by exposure to diverse industries and market dynamics. Initially, the focus was largely on product features and competitive pricing. But today, customers expect much more—speed, agility, personalization, and above all, tangible business outcomes. They’re no longer looking for just a vendor; they want a strategic partner who understands their challenges and delivers solutions that drive growth, efficiency, and innovation.
At Centric Software, we’ve embraced this shift by offering a highly configurable PLM platform that adapts to each customer’s unique needs—whether it’s faster product launches, better compliance, or streamlined collaboration. My role has transformed into that of an advisor—helping clients anticipate market trends, reduce complexity, and digitally future-proof their operations. Ultimately, it’s about building trust and delivering measurable value, not just software.
Powerhouse in PLM and Retail Tech
Q2. Centric Software is a powerhouse in PLM and retail tech. How does it place CX at the core of its innovation and delivery?
RS: At Centric Software, customer experience isn’t just a priority—it’s the foundation of everything we do. Our innovation roadmap is shaped directly by customer feedback, real-world challenges, and evolving industry trends. We co-develop with our clients through user councils and regular feedback loops, ensuring every feature we release solves a tangible business problem.
From onboarding to deployment and beyond, our customer success teams work as true partners, offering industry-specific expertise, best practices, and continuous support. Our solutions are highly configurable—not one-size-fits-all—allowing brands to adapt the platform to their unique workflows without being forced into rigid templates.
Whether it’s a fashion retailer, a beauty brand, or a beverage company, Centric’s agile, cloud-based PLM ensures faster time-to-value and seamless scalability. That relentless focus on creating intuitive, business-impacting solutions is what sets Centric apart—and keeps customer experience at the heart of our innovation.
AI-enabled Platforms
Q3. How do Centric’s AI-enabled platforms—like Centric Planning and Centric Market Intelligence—enhance customer-centric product planning?
RS: Centric’s AI-enabled platforms—Centric Planning and Centric Market Intelligence—are game changers when it comes to customer-centric product planning. In today’s fast-moving consumer markets, success hinges on how well brands understand and respond to consumer demand. These platforms bring real-time data, predictive insights, and automation into the decision-making process.
Centric Planning empowers brands with intelligent forecasting, optimized assortments, and agile scenario planning—helping them align inventory with actual consumer demand, reduce overproduction, and maximize margins. On the other hand, Centric Market Intelligence scans digital channels globally to analyze competitor pricing, product launches, trends, and sentiment—giving brands a clear view of what’s resonating with consumers.
Together, these solutions allow businesses to plan and execute with confidence, ensuring they’re launching the right products, at the right time, in the right markets. It’s about turning data into action—and putting the customer at the center of every product decision.
CX Strategy in High-Stakes Verticals
Q4. What differentiates Centric Software’s CX strategy in high-stakes verticals like fashion and luxury retail?
RS: In high-stakes verticals like fashion and luxury retail, where brand equity, speed, and precision are critical, Centric Software’s customer experience (CX) strategy stands out through deep industry alignment, flexibility, and relentless focus on delivering value.
Our approach is not just about deploying software—it’s about enabling digital transformation tailored to the brand’s DNA. We work closely with each client to understand their unique creative workflows, global sourcing needs, and consumer expectations. Centric’s modular, cloud-based solutions adapt to fast-evolving business models—from made-to-order couture to mass personalization—ensuring minimal disruption and maximum agility.
We also differentiate through co-innovation. Our customer councils and feedback forums shape our roadmap, ensuring that features and enhancements are grounded in real-world needs. Add to this our experienced, fashion-savvy support teams, and what you get is not just a tech solution, but a trusted partner in navigating the complexities of modern retail.
Response to PLM-driven Transformation
Q5. How are Indian retailers and manufacturers responding to PLM-driven transformation, and where do you see the biggest opportunities for CX impact?
RS: Indian retailers and manufacturers are showing a strong appetite for PLM-driven transformation, especially as they navigate global expansion, supply chain complexities, and rapidly shifting consumer preferences. What’s changed in recent years is the urgency—digitization is no longer optional, it’s a business imperative. Forward-thinking Indian companies are moving away from siloed systems and spreadsheets, and embracing PLM to drive efficiency, transparency, and speed across product development.
At Centric Software, we’re seeing high engagement from fashion, apparel, lifestyle, and now even beauty and food & beverage sectors. These companies recognize that PLM isn’t just about operational gains—it’s about creating better, faster, more consumer-relevant products.
The biggest CX opportunity lies in breaking down internal silos to create a single source of truth—from concept to shelf. When teams collaborate seamlessly with real-time data and AI-driven insights, the result is faster innovation, fewer errors, and a vastly improved customer experience.
Success Story
Q6. Can you share a success story where Centric Software significantly improved customer experience outcomes for a client?
RS: A great example of PLM driving tangible CX outcomes is our partnership with innovative Indian retail-tech company FYND. Known for its digital-first approach and broad brand portfolio, FYND needed a solution that could keep pace with the speed of omnichannel retail. With Centric PLM, they gained a centralized platform to manage product data, accelerate design-to-market timelines, and enable real-time collaboration across teams. The result? Faster product launches, improved inventory accuracy, and a smoother customer journey both online and in-store.
Another exciting example is Nexon Omniverse, a fast-emerging player in India’s lifestyle and fashion ecosystem. By adopting Centric PLM, Nexon was able to streamline product development across multiple private labels and unify design, sourcing, and merchandising teams. This enabled them to respond quickly to consumer trends, optimize assortments, and ensure a consistent brand experience—ultimately enhancing loyalty and engagement across channels.
Both brands reflect how PLM can power CX innovation at scale.
Key Metrics
Q7. What are some key metrics or KPIs you track when evaluating the impact of CX innovations within Centric’s platforms?
RS: When evaluating the impact of customer experience (CX) innovations within Centric’s platforms, we focus on both operational efficiency and business outcomes—because great CX starts behind the scenes. Some key KPIs we track include:
1. Time-to-Market Reduction – How much faster products move from concept to shelf.
2. Productivity Gains – Measured through reduced manual work, fewer errors, and enhanced team collaboration.
3. Adoption Rates – User engagement and platform utilization are strong indicators of how intuitive and valuable the solution is.
4. Speed of Decision-Making – Thanks to real-time data, brands can react to trends and demand shifts faster.
5. Product Success Rate – Improved first-time-right product development and fewer late-stage changes.
6. Customer Satisfaction & Retention – For brands using our planning and market intelligence tools, improved sell-through rates and consumer relevance are key indicators.
Ultimately, every innovation is assessed on how it empowers brands to create better products, faster, and with greater alignment to consumer needs.
Ethical AI Use
Q8. With AI becoming central to retail, how does Centric ensure ethical AI use while optimizing customer-facing outcomes?
RS: At Centric Software, we recognize that as AI becomes a powerful driver of retail innovation, ethical use is paramount. Our approach centers on transparency, fairness, and accountability—ensuring AI enhances decisions without bias or unintended consequences.
We design our AI models to respect data privacy and security, complying with global regulations like GDPR and local laws. Our AI-powered features—whether in demand forecasting, trend analysis, or market intelligence—are built on carefully curated, diverse datasets to minimize bias and provide balanced insights.
Moreover, we maintain a human-in-the-loop approach, where AI augments but does not replace expert judgment. This balance allows brands to leverage AI’s efficiency and predictive power while making responsible, informed decisions.
Ethical AI use is not just about compliance; it’s about building trust—with our clients, their customers, and the wider ecosystem—so that technology truly serves people and drives positive, sustainable business outcomes.
Role of Employee Experience
Q9. What role does employee experience play in driving better customer experiences in technology-driven industries like yours?
RS: Employee experience is foundational to delivering exceptional customer experiences, especially in technology-driven industries like ours. When employees feel empowered, engaged, and supported, they bring greater creativity, focus, and ownership to their work—directly impacting the quality and innovation of the solutions we deliver.
At Centric, we invest heavily in training, collaboration tools, and a culture that encourages continuous learning and open communication. This creates a workforce that deeply understands our customers’ challenges and can proactively solve problems.
Moreover, a positive employee experience fosters empathy and customer-centricity. When teams are aligned and motivated, they build stronger relationships with clients, anticipate needs more accurately, and deliver more personalized, agile support.
In essence, the journey to better customer experiences begins with investing in the people who create those experiences. Happy, skilled employees are the true differentiators in today’s competitive tech landscape.
Advice to CX Leaders
Q10. Lastly, what advice would you give to CX leaders who are just beginning their journey into product innovation and lifecycle transformation?
RS: For CX leaders embarking on the journey of product innovation and lifecycle transformation, my key advice is to start with a clear vision centered on the customer. Understand deeply what your end consumers want and need—not just today, but in the future—and let that guide every decision.
Next, embrace cross-functional collaboration. Product innovation doesn’t happen in silos; it requires seamless alignment between design, sourcing, marketing, compliance, and sales teams. Investing in a unified PLM platform can break down these barriers and create a single source of truth.
Don’t be afraid to leverage data and emerging technologies like AI—but always combine these with human insights and intuition. Balance agility with discipline to iterate quickly without losing focus on quality and brand values.
Finally, build a culture of continuous learning and adaptation. Transformation is a journey, not a destination. Celebrate small wins, learn from setbacks, and keep your customer’s experience front and center at every step.
Closing
Ruchir Shankar’s insights, therefore, underscore an undeniable truth: the future of retail, undoubtedly, belongs to those who consistently place the customer at the heart of product innovation. Consequently, by maintaining a sharp focus on agility, intelligence, and data-empowered decisions, Centric Software is not only adapting—but also setting new benchmarks for how businesses can remain competitive. In fact, by being truly customer-first, companies can better respond to market dynamics and evolving expectations.
Moreover, as India rapidly emerges as a vital node in the global retail and manufacturing ecosystem, leaders like Ruchir play a pivotal role. Not only do they bring global best practices to the table, but they also translate these insights into meaningful, localized impact. Thus, their leadership bridges the gap between global strategy and regional execution.
At CX Quest, we strongly believe that conversations like these, in turn, illuminate the path toward a more seamless, intuitive, and human-centered digital economy. Furthermore, as Centric Software continues to deliver market-driven, scalable, and AI-powered solutions, one thing becomes increasingly clear: the customer experience revolution is not just approaching—it is already here.
In other words, it is being designed, planned, and optimized—step by step, and one intelligent product lifecycle at a time. Ultimately, organizations that embrace this shift will thrive, while others may fall behind. Therefore, it is imperative for brands to act now, align with visionary leaders, and transform their approach—proactively, intelligently, and above all, with the customer at the core.
