In this episode, Aloke Bajpai (Group CEO of ‪@ixigo‬ shares how they built one of India’s most trusted travel experiences by focusing on peace of mind, simplicity, and customer love — even when there was no direct ROI.Key points discussed:Why ixigo thinks of itself as a peace-of-mind company, not a ticketing platform Solving “zero-monetisation” problems that build deep trust How adversity (like COVID) shaped ixigo’s culture of empathy and values-led leadership The discipline of simplicity — doing one thing exceptionally well AI as a force for personalised, Bharat-first travel experiencesWhy empathy must be lived, not written — and how values power real CX If you’re building for India, designing CX, or scaling product with heart — this conversation is gold.👉 Subscribe for more deep CX + product conversations.

What does relatability really mean in customer experience?In this candid conversation, Amritesh who served as 𝗖𝗦𝗢 at Compass Group Global, 𝗖𝗘𝗢 at Culinary Brands India (Subway & Lavazza), 𝗠𝗗 Compass Group India, 𝐂𝐁𝐎 & 𝗖𝗠𝗢 Domino's India , 𝗖𝗢𝗢 at Dunkin'​ India ,unpacks how brands can move beyond surface-level CX to create experiences that truly connect.From his reflections on why customers hate losing control, to the importance of post-consumption engagement, to the danger of mistaking metrics for outcomes, Dev reframes how leaders should think about CX in a digital, AI-enabled world.In this episode:Why good advertising kills bad products fasterThe real reason customers hate — and how to fix itWhy CX excellence begins after the purchaseThe shift from data-driven personalization to human relatabilityHow AI can simulate empathy and context at scaleWhy your employee experience defines your customer experienceThis isn’t a conversation about dashboards or KPIs — it’s about the deeper system of trust, control, and meaning that defines modern customer experience.

In this episode of CX with Chopra, Mr Anurag Sanghai from Intellicus Technologies joins us to explore the transformative role of data & insights in driving customer experience in today’s competitive landscape. We dive into how businesses can align their strategies to enhance both customer satisfaction and long-term business growth. From understanding customer missions to crafting personalized journeys, Anurag shares his expertise on the future of data driven business growth, the importance of aligning business goals with customer needs, and actionable insights on improving customer lifetime value.Tune in to discover: ✨ The shift from gut feeling to data-driven decisions ✨ How organizations are breaking silos with unified data ✨ Real-world examples of empowering users with self-serve data platforms

In this episode of CX with Chopra, we sit down with Abhinandan Jain, Chief Strategy Officer at Startek — a global customer experience management company — to rethink how businesses should measure, design, and deliver customer experience in the age of AI.Everyone talks about chatbots, automation, and personalization, but very few talk about what these technologies actually mean for the human on the other side of the interaction. This conversation flips that narrative.🔎 What we explore:Why most brands confuse KPIs (AST, FCR, CSAT, NPS) with actual outcomes — and how to fix it.How to design a CX dashboard that maps business OKRs → customer needs → emotional outcomes → business impact.The importance of relatability in personalization — and why it matters more than raw data.How employee experience (EX) directly shapes customer experience (CX).Why focusing on what you can control internally is the secret to better customer outcomes.💡 Whether you’re a CX leader, marketer, or founder, this episode will help you move from surface-level metrics to the deeper emotional and behavioral outcomes that truly drive happiness, trust, loyalty, and lifetime value.

Founder’s Mindset × CXA hard-hitting conversation with Raj Mamodia (Founder & CEO) on what customers truly value—and how bold vision, frontline obsession, speed, frugality, and radical simplicity translate into lower effort, faster value, clearer promises in both B2B and B2B2C. Brillio: “The Enterprise AI Accelerator—leading the future of AI-native transformation.”What you’ll learn

• Why relevance beats revenue as a leadership north star—and how that reframes CX bets and prioritization.
• How to make CX a company-wide responsibility (not “owned” by one function) while keeping a founder as the flag-bearer of standards and culture.
• “Progress over perfection” as a practical rule for shipping faster without losing quality.
• Frontline empowerment: the two real blockers (information systems + approval-heavy leadership) and how fixing them lifts CSAT and trust.
• Cost consciousness as efficiency + accountability (not cost-cutting theater) to fund better experiences.

Chapters00:00 Intro & Founder’s Mindset → CX02:40 Who “owns” CX? Company-wide, with a founder flag-bearer 13:31 Relevance over revenue (prioritizing CX impact) 22:26 Bias for action: progress over perfection 30:06 Frontline obsession: empower with info + autonomy Quotes to remember:“Revenue is a byproduct; lead with relevance.” “Progress over perfection—ship, learn, improve.” “Frontline obsession means systems + trust, not central approvals.” If this episode helped you: like, subscribe, and share with a CX/Product leader who needs a founder’s lens on experience design.#CustomerExperience #FoundersMindset #B2B #B2B2C #AI #CustomerObsession #CXwithChopra #RajMamodia #Brillio

🎙️ Agents = The New CX Battleground – featuring Shubhradeep, Global Chief Delivery Officer at Publicis Sapient.In this episode of CX with Chopra, we explore how AI, agents, and trust are reshaping the fundamentals of Customer Experience. The conversation dives into the opportunities and dilemmas brands face as the customer interface shifts from humans to autonomous agents.What you’ll hear in this episode:✅ “Trust is a UX API now” – what that means for brand relationships✅ Why the agent ecosystem is the new CX battleground✅ From Software-as-a-Service → to Service-as-Software (agents serving on behalf of brands)✅ The thin line between almost human vs. too human AI✅ How brands can productise moments, not just data✅ Why co-creation means brands must “debug” experiences in real time with customers✅ The future of CX measurement: beyond NPS & CSAT, towards resonance, trust velocity, and emotional impact🔎 If you care about the future of CX in the age of AI, this is a must-watch conversation.📢 Don’t forget to like, subscribe, and share if you want more deep dives on customer experience, digital transformation, and AI’s impact on business.#CustomerExperience #AI #AgenticCX #FutureOfCX #DigitalTransformation #TheCXPlaybook

How does a brand in a “taboo” category win hearts, minds, and loyalty? "𝐅𝐫𝐨𝐦 𝐓𝐚𝐛𝐨𝐨 𝐭𝐨 𝐓𝐫𝐞𝐧𝐝: 𝐂𝐥𝐨𝐯𝐢𝐚’𝐬 𝐂𝐗 𝐒𝐞𝐜𝐫𝐞𝐭𝐬" CXwithChopra episode ft. Pankaj Vermani (Founder & CEO, Clovia)At Clovia, their customer obsession is clear: “𝐻𝐴𝑃𝑃𝑌 𝐼𝑆 𝑀𝑌 𝑆𝑈𝑃𝐸𝑅 𝑃𝑂𝑊𝐸𝑅.” This isn’t just a slogan; it’s an operating system.Highlights from the podcast:𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫-𝐨𝐛𝐬𝐞𝐬𝐬𝐞𝐝 𝐦𝐨𝐚𝐭: E-commerce leveled distribution; the edge now is product & experience. 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐭𝐡𝐚𝐭 𝐝𝐫𝐢𝐯𝐞𝐬 𝐚𝐜𝐭𝐢𝐨𝐧: A weighted, post-purchase feedback loop (think: post-wash reviews, returns, repeats) guiding what to fix, launch, or kill.𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧 to 𝐒𝐊𝐔: If it’s not a solution, it’s not a product. Painkiller first, design second.𝐎𝐧𝐥𝐢𝐧𝐞 ≠ 𝐎𝐟𝐟𝐥𝐢𝐧𝐞: Why customer cohorts diverge—and how strategy changes𝐏𝐚𝐭𝐡-𝐭𝐨-𝐩𝐮𝐫𝐜𝐡𝐚𝐬𝐞 𝐩𝐬𝐲𝐜𝐡𝐨𝐥𝐨𝐠𝐲: Removing micro-frictions across the journey.How Clovia leverages 1M+ product feedbacks & 140M customer data points Why comfort, fit, and body positivity drive repeat purchases The evolution of lingerie shopping in India from taboo to mainstream Subscribe & stay tuned — insights that every brand, startup, and CX enthusiast can learn from!CX podcast

What happens when designers stop designing and start thinking like creators, strategists, and business builders? In this mind-expanding conversation, Phillip Golub breaks down the shift from execution to intention — and why not every great idea needs to be built.We dive into:The power of system vs. story thinkingWhy creators need a business mindsetHow AI is changing design, but not replacing fundamentalsMoving beyond skill silos and building with purposeWhy "doing" isn't enough — and how to know when to build👉 If you're a designer, product thinker, or future-savvy creator — this one's for you.#DesignThinking #ProductStrategy #CreatorEconomy #AIinDesign #BuildWithPurpose #Podcast #CreativeLeadership