Welcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful car…

In this episode of the Humans of CX podcast, Garima is joined by Shilpa Gupta, Chief Supply Chain Officer and Head of Customer Experience at HomeLane, India’s premier end-to-end home interiors platform, which delivers chosen home interiors within 45 days. Together, they explore the growing importance of CX, from the communication challenges of last…

In this episode of the Humans of CX podcast, Garima is joined by Mithila Mahajan, the Global Head of Customer Experience at BDx Data Centers, a global data center platform offering secure, scalable, and sustainable digital solutions and infrastructure. Join them as they discuss customers' evolving expectations, the role of empathy, and the core val…

In this episode of the Humans of CX podcast, Garima is joined by Manish Nachnani, the Head of Customer Experience at Zuno General Insurance, one of the most trusted Insurance providers in India. Join them as they discuss the importance of customer experience in the insurance industry. They explore topics such as seamless services, trust-building, p…

This week we’re joined by CX Expert Ankur Agrawal, former SVP and Head of Customer Experience at Paytm, Ola, MakeMyTrip and Snapdeal. He shares his insights on the importance of understanding customer expectations, analyzing feedback, and combining it with data to enhance the overall experience. Ankur also delves into the impact of AI on contact ce…

In this episode of the Humans of CX podcast, Garima is joined by Rachit Saran, VP of Customer Experience at Wakefit, a furniture company based in Bengaluru, Karnataka. Together, they discuss Wakefit’s three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, …

In this episode of the Humans of CX podcast, Garima is joined by Tanish Mathur. Join them as they discuss the importance of customer experience in the banking and finance industry. They delve into the role of AI, security measures, and global banking, and the impact of events like the pandemic. Discover how technology can enhance the customer exper…

In this episode of the Humans of CX podcast, Garima is joined by Arvind Singh, Chief Technology and Product Officer and EVP of IT at Puravankara, a leading real estate developer. Together, they discuss where customer experience falls in the real estate sector, highlighting the need to place customers at the center of all operations, the importance …

In this episode of the Humans of CX podcast, Garima is joined by Suraj Shetty, Head of Customer Experience and Learning & Development at both Kissht and Ring, two businesses focused on quality customer service. Together, they delve into how brands should respond to customer outrage on social media; how working in CX can sometimes affect mental heal…

In this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having hel…

In this episode, Garima is joined by April Obersteller, VP of Global Experience at woom, a sports goods manufacturing company that focuses on designing high-quality, lightweight bikes for children of all ages. Prior to this, she was the Senior Manager of Customer Experience at YETI Coolers and the National Sales Manager at Green Goo. Together, they…

In this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, …

In this episode, Todd is joined by Mike Aoki, President of Reflective Keynotes, a Canadian training company that helps contact centers improve their sales and customer experience results. Prior to this, he was the manager for continuous learning at Telus and was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021”. With over twenty ye…

In this episode, Todd is joined by Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, a global customer experience (CX) consultancy focused on helping organizations achieve their goals through implementing personalized customer experience strategies. She is also a CX consultant at EvaluAgent, Fujitsu, and JT Group Limited and …

In this episode, Todd is joined by Alex Farmer, Chief Customer Officer at Nezasa, an industry-leading software provider to travel brands for automated trip planning and optimization. With more than seven years of experience in customer service and satisfaction, Alex is still looking for ways to improve and optimize customer success in business. The…

Ronnell, author of Shut The Hell Up And Sell, joins Todd to discuss the importance of creating meaningful experiences for partners in sales. Ronnell has been in the sales industry for 21 years, and now endeavors to help companies amplify their brands through his business and bourbon platform. In this episode, Ronnell discusses the importance of cus…

Dan Gingiss, CEO of the Experience Maker, joins Todd in this episode. Together they talk about optimizing customer experience (CX), misconceptions regarding CX, and the relationship between customer and employee experiences. Episode resources Dan's LinkedIn Experience Maker Website Humans of CX If you enjoyed this episode, then please either: Subsc…

Todd is joined in this episode by Joey Coleman, Founder and Chief Experience Composer at Design Symphony, a customer experience branding firm specializing in creating unique, attention-grabbing customer experiences. His company helps build a remarkable customer experience and figure out ways to deliver that experience consistently. They discuss the…

In this episode, Todd is joined by Jenny Dempsey, Consumer Experience Manager at Apeel Sciences - a company based in Goleta, California who produce Apeel. Apeel is an edible plant-based coating that prevents fruits and vegetables from drying out and decaying, in turn, reducing food waste. With almost two decades of customer experience, Jenny is the…

In this episode, Todd is joined by Tue Søttrup, Vice President, Customer Excellence at Dixa, a customer service platform based in Copenhagen, Denmark, which now has offices in London, Berlin, Lyon, Chicago, and Melbourne. With over twenty years of experience in customer services, Tue is striving to improve customer experience by optimizing agent ha…

Ravi Rajani, the founder of Ravi Rajani Consulting, joins Todd in this episode. They talk about how stories can be used to improve the customer experience, common myths about storytelling, and how to create compelling sales content. Humans of CX is handcrafted by our friends over at: fame.soPor Ozonetel

Todd is joined in this episode by Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. He works with companies and organizations that want to create amazing customer service experiences for their customers and employees. They delve into how to create a frictionless customer experience, the concept of amazement, and Customer experience…

Todd is joined in this episode by Neal Topf, President of Callzilla, a full-service outsourcing contact center and business process outsourcing company with headquarters in Miramar, Florida. It helps leading brands acquire and care for English-speaking and Spanish-speaking customers. They discuss employee experiences, customer perception, and how o…

In this episode, Todd is joined by Annette Franz, CEO at CX Journey Inc., a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy. They discuss how culture shapes the customer experience, customer understanding, and what part employee experience plays in creating the b…

In this episode, Todd is joined by Nate Brown, Co-founder of CX Accelerator and Senior Director of Arise Virtual Solutions. CX Accelerator is a non-profit community that equips, encourages, and connects Customer Experience professionals at every stage in their journey. Arise Virtual Solutions has created a disruptive technology platform that connec…

As this season of Itni Starry Baatein comes to an end, I take you on a journey with me and tell you my stories in this special episode – the stories that brewed behind the scenes of these starry interviews. Over the course of this series, I've done so many interviews that it was hard for me to pick which ones to talk about. Kuch mazedar, kuch chatp…

In 2002, a 20-year-old woman, Neha Dhupia, was crowned Miss India and 20 years later The Quint sat down with her after she was re-crowned. Neha recalls the moment she was on stage with her kids, husband and parents, reliving the dream. Neha who is also a mentor to women who compete in beauty pageants says that over the years it has become more and …

Jaya and Amitabh Bachchan's granddaughter Navya Nanda is the co-founder of Aara Health, a health platform aiming to create awareness and build services around women's health and hygiene in India. She is also the founder of Project Naveli, in collaboration with L'Oréal Paris, and will be a key spokesperson in ‘I Know My Worth’ Campaign. During her c…

Finally, India has some statistics which point to the current state of female representation in the Indian film industry and digital space. Spearheaded by Ormax Media and Film Companion, and supported by Amazon Prime Video, we now have a detailed study that reveals the state of female participation, from boardrooms to film sets. The Quint spoke to …

In this episode of Itni Starry Baatein, the mother-daughter actors' duo, Neena Gupta and Masaba Gupta, get candid about the behind-the-scenes stories of Masaba Masaba, now streaming on Netflix. During the course of the conversation, Masaba revealed that although Neena comes across as an unconventional mother, she is as conventional as a mother can …

On this episode of Itni Starry Baatein, Anil Kapoor talked about his recent release JugJugg Jeeyo, working with Neetu Kapoor and Maniesh Paul, Sonam Kapoor's pregnancy, his upcoming release No Entry 2 and much more. Recalling the time that Sonam Kapoor told him that he was going to be a grandfather, Anil Kapoor said, "I thought I won't feel emotion…

In the new episode of Itni Starry Baatein, we are in conversation with the cast of Shamshera – Ranbir Kapoor, Vaani kapoor and Karan Malhotra. The film is releasing on 22nd July in theaters and this will be Ranbir Kapoor's first release in 4 years. Karan Malhotra, Shamshera's director, shares how Ranbir reacted when he broke the news of him having …

This new episode of Itni Starry Baatein is all about Ratna Pathak Shah and Paresh Rawal's personal and professional journeys. With host Abira Dhar, they discuss their love stories, the lens that writers look at older characters through, the pay disparity within the film industry, what a comeback of Maya Sarabhai and Baburao should look like, and mo…

In this episode of 'Itni Starry Baatein', Sanjay Kapoor recalls the ups and downs of his career, the preparation that went behind daughter Shanaya's debut and all about his experience of working in OTT. Sanjay Kapoor is all set to bring back Rajiv Gural in the second season of The Gone Game, now streaming on Voot. The first season, which came out i…

In this episode of 'Itni Starry Baatein', we are in conversation with Krishna Shroff. Being Jackie Shroff's daughter, expectations were high from Krishna since her childhood. After discovering her love for fitness, Krishna turned this passion into her profession and is now a successful entrepreneur. During the course of our chat, she talks about al…

Pakistan challenged stereotypes when it crowned its very first Miss Trans Pakistan, Shyraa Roy, in 2020. A singer, producer and beauty queen — Roy will also be representing her country at international beauty pageants. But how did she get here? From her childhood to facing transphobia in her journey to success— Shyraa tells us all in this episode o…

Sonali Bendre, after her cancer recovery, is returning to our screens with the newsroom drama The Broken News, which also marks her OTT debut. The show is currently streaming on Zee5. In the show, she plays the role of Amina Qureshi — a headstrong news editor who believes in ethical journalism that places her at loggerheads with a leading news chan…

Archana Puran Singh and Shekhar Suman are making a comeback to the small screen to judge 'India’s Laughter Champion' – a new comedy show that aims to discover fresh standup comedians. This new show will be replacing 'The Kapil Sharma Show,' which is now headed for its US tour. Although the two have been a part of 'The Great Indian Laughter Challeng…

Actor Ashok Pandit is better known as 'Vinod' these days. This supporting character that Pandit played in an episode of TVF's comedy-drama series Panchayat has taken the audience by a storm despite his limited screen-time. In this episode of Itni Starry Baatein, the budding actor speaks to us about his childhood days that were spent in Haryana, how…

Divya Dutta has been garnering a lot of praise for playing a negative character to perfection in her new release Dhakkad where she stars alongside Kangana Ranaut and Arjun Rampal. In this episode of Itni Starry Baatein, she talks about how the last 25 years in Bollywood have been for her, the first time on a film set, sharing the screen with Amitab…

We know Madhuri Dixit — the actor and the dancer but now we are getting to see the musical side of her as well. Recently, the talented star dropped a new single 'Tu Hai Mera' which is dedicated to her fans. In this episode of Itni Starry Baatein, she tell The Quint how music is in her system and how it keeps her family together. She also opens up a…

For those who prefer having pets over children, Sony LIV's new show 'Pet Puran' is surely going to be a fun watch. This Marathi web series is centred around Chef Atul, played by Lalit Prabhakar, and his wife Aditi, played by Sai Tamhankar, who set out to create a modern family with their pets Baku, a kitten, and Vyanku, a rescued dog. In this episo…

Nawazuddin Siddiqui has received a lot of acclaim for his versatile acting be it in a commercial or an indie film. In the course of his career, we've seen him play diverse roles — from Faizal Khan in Gangs to Wasseypur to Sadaf Hasan Manto in Manto. In latest film Heropanti 2 which got released on 29 April, we see the actor in a completely differen…

Ajay Devgn's latest directorial venture Runway 34 is an aviation thriller, inspired by true events from 2015, when a Kochi to Doha flight had to make a landing choice which could have gone either way. In the movie which hit the theatres on 29 April, Ajay and Rakul Preet are seen playing co-pilots. In this episode of Itni Starry Baatein, the co-star…

From producing some of India's most popular saas-bahu TV serials to launching an OTT platform – Ekta Kapoor is all about taking big leaps. Her new production Lock Upp, which is a new reality TV series hosted by Bollywood actress Kangana Ranaut, has certainly created some buzz. But how did the concept of Lock Upp come about? What made Ekta Kapoor ch…

Atul Mongia's new Netflix thriller series 'Mai', which tells the story of a mother seeking to avenge her daughter Wamiqa's death, will begin streaming on the OTT platform on 15 April. Sakshi Tanwar as Sheel is on a relentless pursuit to uncover the truth behind her daughter's freak accident as she deals with her personal tragedy. Alongside Tanwar, …

KGF Chapter 2 will be releasing nationwide on 14 April in Kannada, Telugu, Hindi, Tamil and Malayalam. Directed by Prashanth Neel, this action-drama which is a sequel to KGF Chapter 1 will be starring Yash in the lead role. Ahead of its release, we speak to the director and his lead on Itni Starry Baatein. In this episode we ask Prashanth Neel what…

Actor and TV host Sunny Leone, who is enjoying the successes of her new web series Anamika directed by Vikram Bhatt, says that having gone through the good, the bad, and the ugly sides of the Indian film industry, her time in Bollywood has largely been a great experience for her. In this new episode of Itni Starry Baatein, as Leone talks about the …

Two of India's most talented actors — Vidya Balan and Shefali Shah have come together on-screen for Suresh Triveni's Jalsa which is a story around inner-conflict, motherhood and class. In a candid chat they tell us about which female actors in the OTT space inspire them, how it is to be working women. They also opened up on how shows like Jalsa can…

Rahul Nair’s new Netflix comedy-drama stars Vihaan Samat as Ray – a young awkward, introverted man who is Eternally Confused and Eager for Love – and Jim Sarbh as the cheeky voice in his head. As Ray tries to navigate around the world of love, romance, and sex, 'Wiz' – a personification of his inner voice – says what Ray cannot say in front of peop…