How AI Is Transforming Travel and Customer Experience | Parikshit Choudhury | CX Stars Podcast

How is AI changing the way people discover, plan and book travel, and what does this mean for customer experience? In this episode of the Twimbit CX Stars Podcast, Varnika Goyal speaks with Parikshit Choudhury, former Chief Business Officer, B2B (myPartner) and Customer Contact Group at MakeMyTrip, about the evolving relationship between AI, customer behaviour and digital experiences. The conversation explores why resolving customer issues on the first attempt matters more than simply reducing AI costs, when businesses should bring human support into the journey, and how understanding India's diverse languages and customer preferences can create more relevant experiences. Parikshit also shares his perspective on how AI assistants and agentic workflows could change the way people search for and book travel, why brands must adapt to changing customer habits, and how MakeMyTrip continues to learn and innovate while keeping the customer at the centre. Key topics covered: • Measuring the true cost of AI-powered customer service • Balancing AI automation with human support • Personalising experiences for different customer groups • Adapting AI to India's languages and cultural nuances • Moving from clicks and searches to conversational travel planning • How AI agents could reshape travel discovery and booking • Building customer trust while adapting to changing expectations #CXStars #CustomerExperience #ArtificialIntelligence #AI #TravelTechnology #DigitalTransformation #MakeMyTrip #TwimbitPodcast