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.

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