CX BnB with Akhilesh Dwivedi (Senior Director of Returns and CX, Zepto)

In this episode of CX BnB, Ashish Nijhara (CTO, Acefone) hosts Akhilesh Dwivedi, Senior Director of Returns and Customer Experience at Zepto, to explore how operations, speed, and reliability define the modern customer experience.

Akhilesh, who has previously worked with brands like Tata Steel, Flipkart, Amazon, and Ola, takes us through his journey of transforming customer touchpoints into seamless experiences. From designing Ola’s OTP-based rides to implementing Zepto’s instant self-serve returns, he reveals the process principles that have shaped his leadership philosophy.

The conversation unpacks why customer experience begins long before a purchase, how data-driven operations can prevent CX breakdowns, and the importance of aligning cross-functional teams with a shared customer-first purpose.

They also dive into the evolving role of AI and automation in CX, discussing which parts of customer service can be intelligently automated—and where the human touch remains irreplaceable.

“Operations is what truly drives product and service quality, If you get the inputs right, the outcomes will always follow.”

Key Highlights:

• The three pillars of CX: Speed, Reliability, and Pricing
• How Zepto’s 10-minute return process redefined customer convenience
• Lessons from Amazon and Ola on building scalable, customer-first systems
• How AI is reshaping CX—without replacing humans
• The “method to madness” behind operational excellence

This episode is a must-watch for CX leaders, operations managers, and founders who believe that great customer experiences aren’t built by chance—they’re engineered through discipline, empathy, and innovation.