Welcome to Convin Conversations

🎙️ In this episode of Convin Conversations, Ashish Santhalia speaks with Ramesh Rajapur, Head of Business Transformation, Process Governance & Customer Experience at SBI General Insurance. After spending 36 years at State Bank of India managing large-scale banking operations—including ₹1.93 trillion in business and international operations across 37 countries—Ramesh now leads transformation at one of India’s fastest-growing insurers. This conversation explores leadership transitions, customer experience at scale, insurance transformation, and where AI and automation are creating impact.

🎙️ In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, sits down with Gaurav Saxena, Chief Distribution Officer – Bancassurance at Aditya Birla Sun Life Insurance. With 28 years of experience, Gaurav shares how insurance distribution in India has evolved—and why bancassurance has become one of the most powerful channels for selling life insurance. From managing 12 banking partners and 65,000+ agents to handling millions of customer interactions, this episode explores how scale, partnerships, and technology come together in insurance.

🎙️ 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.