S2E10: From E-commerce to Hospitality - Scaling Customer Experience at Club Mahindra

In this episode of Convin Conversations, Ashish Santhalia speaks with Shweta Srivastava, VP of Customer Operations at Mahindra Holidays & Resorts India Limited — the company behind Club Mahindra, one of India’s largest vacation ownership brands with 140+ resorts globally.

With over 20 years of experience across e-commerce, travel, and hospitality, Shweta brings a unique perspective on how customer experience evolves across industries — from transactional journeys to long-term customer relationships.

Having led CX at Tata CLiQ for over 8 years as Chief Customer Experience Officer, and worked with brands like Pepperfry and Yatra.com, she has built and scaled customer-first operations across high-growth, high-volume environments.

At Mahindra Holidays, she now leads customer operations for a business where relationships span decades — making consistency, personalization, and trust critical to success.

This conversation explores how CX changes in a membership-based hospitality model, where technology fits in, and how leaders can balance automation with human experience at scale.

Key Discussion Points Include

Shweta’s 20+ year journey across e-commerce, travel, and hospitality
Key differences between CX in Tata CLiQ vs Mahindra Holidays
Understanding the Club Mahindra vacation ownership model
Managing long-term customer relationships over 20–25 years
Top CX challenges in hospitality at scale
How customer operations work across 140+ resorts
Where automation is driving real impact in CX
The role of AI voice automation in hospitality
Balancing employee experience with customer experience

Key Insights Include

Customer experience in hospitality is long-term, not transactional
Consistency across touchpoints is critical in membership models
Automation works best for predictable, high-volume interactions
Employee experience directly impacts customer experience outcomes
Technology enables scale, but human connection builds trust
AI voice automation has strong potential in bookings, reminders, and support

Who Should Watch This Episode

This episode is a must-watch for:

CX leaders across hospitality, e-commerce, and travel
Customer operations and support leaders managing large teams
Product and CX teams exploring automation and AI
Leaders building long-term customer relationships
Anyone interested in scaling CX with technology