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.