Welcome to Convin Conversations

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, speaks with Shweta Srivastava, VP of Customer Operations at Mahindra Holidays & Resorts India Limited. From leading CX at Tata CLiQ to now managing customer operations for Club Mahindra — a 25-year membership-based hospitality model — Shweta shares how customer experience changes when relationships are long-term, not transactional. This conversation dives into hospitality CX at scale, automation, employee experience, and the role of AI in delivering consistent, high-quality customer journeys.

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, speaks with Prakash Chandra Baror, General Manager at State Bank of India and Director of Regional Rural Banks. With 31+ years in banking, Prakash shares how India’s rural banking ecosystem has evolved — from manual records to digital transformation — and how RRBs are driving financial inclusion at scale.

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, speaks with Aalok R Pradhan, Chief Customer Delight Officer at TVS Motor Company, about how customer experience is evolving in the automotive industry. From Amazon's customer obsession to award-winning chatbot automation at CoinDCX — and now leading delight at TVS Motor — Aalok shares real-world insights on managing millions of service calls, spare-parts queries, warranty issues, and breakdown scenarios. This conversation explores where automation and AI add value, where humans remain irreplaceable, and why voice automation is the next big CX frontier in automotive.

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, sits down with Ankit Goenka, Head of Customer Experience at Bajaj General Insurance, to explore how GenAI and automation are transforming insurance customer experience. From starting his career as a customer service associate to becoming CX Leader of the Year and GenAI Expert of the Year, Ankit shares real-world insights on what it takes to build scalable, trust-first CX in insurance. This conversation covers GenAI adoption, AI voice automation, claims experience, renewals, and where human empathy still matters most.

How Customer Experience in Capital Markets Has Changed — S2E6