'The Future Lies in Blending Automation with Personalised Customer Service'
Images Retail|October 2024
Mohit Malik, Chief Technology Officer, Chaayos sheds light on the growing relevance of technology in the food industry and how Chaayos harnesses technology to achieve efficiencies and offer differentiated experiences
Mannu Mathew
'The Future Lies in Blending Automation with Personalised Customer Service'

With over 16 years of experience, Mohit Malik is a technology pro. Since June 2015, he has been serving as the Chief Technology Officer (CTO) at Chaayos, where he has been instrumental in transforming the company's technological landscape through innovative and data-driven solutions.

His career trajectory has seen him take on leadership roles at notable firms, including his previous position as Vice President at Goldman Sachs, and technical roles at Tribal Fusion and GlobalLogic India Pvt. Ltd. Throughout his professional journey, Mohit has focused on utilising technology to solve complex business challenges, emphasising a strong alignment between technology initiatives and business outcomes.

Founded in November 2012, Chaayos was conceived as a modern interpretation of the traditional chai adda, where people gathered to enjoy a cup of chai and engage in meaningful conversations. The brand set out to re-imagine the chai experience by offering a highly personalized approach, with its promise of 'Meri Wali Chai', which allows customers to choose from over 80,000 combinations of tea.

Over the past decade, Chaayos has grown exponentially and now operates over 200 cafes across India, to reach 1,000 cafes in the coming years. The brand's success is largely attributed to its commitment to innovation, customer-centricity, and the ability to adapt to changing consumer preferences.

In an interaction with Phygital, Mohit Malik, Chief Technology Officer, Chaayos sheds light on the growing relevance of technology in the food industry and how Chaayos harnesses technology to achieve efficiencies and offer differentiated experiences. Edited Excerpts

How does technology fit into the traditional food space, especially for a chai brand like Chaayos?

Denne historien er fra October 2024-utgaven av Images Retail.

Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.

Denne historien er fra October 2024-utgaven av Images Retail.

Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.

FLERE HISTORIER FRA IMAGES RETAILSe alt
Building the Midmanagement is Critical in a Scaling Organisation
Images Retail

Building the Midmanagement is Critical in a Scaling Organisation

Nirav Jagad, Chief People Officer of Sugar Cosmetics speaks about ensuring the right! opportunities for the right talent in a complex omnichannel organisation that is on a fast track to growth

time-read
3 mins  |
December 2024
Uppercase Upping the Ante
Images Retail

Uppercase Upping the Ante

Travel gear brand Uppercase is upgrading the standard of luggage in India through innovative approach and prodcuts and sustainable practices

time-read
3 mins  |
December 2024
The Strategy is to Go City by City and Saturate Each
Images Retail

The Strategy is to Go City by City and Saturate Each

Gerard McGurk, Head of Retail and Commercial Operations at Index Living Mall and Mahesh M, CEO, Creaticity speak about Thailand's numero uno furniture brand's strengths, its India entry and strategy

time-read
8 mins  |
December 2024
Design and Experience Differentiate Indriya from Competitors
Images Retail

Design and Experience Differentiate Indriya from Competitors

Sandeep Kohli, CEO of Aditya Birla Jewellery’s Indriya about the brand’s strengths, strategies and aspirations

time-read
9 mins  |
December 2024
At Good Glamm, AI Chatbots Have Slashed Workload by 70-80%
Images Retail

At Good Glamm, AI Chatbots Have Slashed Workload by 70-80%

Deep Ganatra, Chief Product & Technology Officer (CPTO), The Good Glamm Group sheds light on the role of technology in the beauty and wellness industry and its impact on personalisation

time-read
7 mins  |
December 2024
How Blinkit, Swiggy Instamart, Zepto and Others are Redefining Shopping
Images Retail

How Blinkit, Swiggy Instamart, Zepto and Others are Redefining Shopping

A quick snapshot of India’s quick commerce landscape highlighting key players, challenges and opportunities

time-read
2 mins  |
December 2024
Electronics and Q-commerce: A Marriage of Convenience
Images Retail

Electronics and Q-commerce: A Marriage of Convenience

Why more and more electronics and gadget brands are taking to q-commerce

time-read
4 mins  |
December 2024
5 ways D2C Brands Can Leverage the Power of Technology
Images Retail

5 ways D2C Brands Can Leverage the Power of Technology

The direct-to-consumer (D2C) market in India is at an exciting juncture, with brands redefining how they operate, innovate, and engage with consumers. But what does the future look like for these brands as they adopt technology?

time-read
2 mins  |
December 2024
The Business of Offering Immersive Experiences
Images Retail

The Business of Offering Immersive Experiences

Shopping centers are using immersive experiences to attract more shoppers and boost business

time-read
2 mins  |
December 2024
5 ways D2C Brands Can Maintain the Growth Momentum
Images Retail

5 ways D2C Brands Can Maintain the Growth Momentum

D2C brands should embrace a customer-first mindset, leverage technology, and know when to expand offline to keep the growth momentum going

time-read
2 mins  |
December 2024