CXNet presents an exclusive interview with Vijaybahu Joshi, Associate VP & Head of Experience Design at Jio Platforms Ltd.
In this thought-provoking conversation, Joshi challenges the widespread adoption of Western CX models in India and makes a compelling case for bringing back the human element in customer experience.
KEY INSIGHTS:
- The contrast between India’s 2000-year tradition of “zero defect CX” and today’s imported digital approaches
- Why one-size-fits-all CX models fail in India’s diverse cultural landscape
- How technology and human intervention must be balanced for different customer scenarios
- The importance of understanding emotional context in customer journeys
- Why India needs its own unique CX approach rather than simply copying global practices
Joshi shares powerful examples – from railway booking scenarios to birthday wishes – that reveal why automated systems often miss the emotional nuances essential for meaningful customer connections. This interview is essential viewing for:
- CX and UX professionals
- Business leaders navigating digital transformation
- Anyone interested in culturally relevant customer experiences
- Design thinkers and innovators
As Joshi eloquently states: “We need technology to handle the masses, but to get closer to the people, we also require this human side of component. And I sincerely feel this will come from India.”
