I spoke with Franck Louis-Victor, a leader in the automotive and tech industries, about his work at the forefront of in-vehicle customer experience innovation. With extensive experience in key OEM roles, including his leadership at Ford Next and Renault-Nissan-Mitsubishi, Franck shared his insights into how (Gen)AI is reshaping interactions between drivers and their vehicles. We explored how connected services, autonomous driving, and AI-driven features are changing the automotive landscape, and discussed recommendations for OEMs to stay competitive as new entrants challenge traditional models. It was a deep dive into the future of customer touchpoints and the role of AI in creating personalised, seamless experiences in the automotive sector.