With the increase in talks about “Experience” in recent years, the consumer’s expectations have evolved beyond “Convenience.” Be it a physical product or a digital product, consumers no longer just want to buy a product that makes their lives easier; but also interacts with them. They look for a complete experience - which keeps them involved and also gives them an opportunity to engage. This expectation of enhanced interaction has led major products and services to work on their User Experience and Customer Experience. In this episode, we get into a conversation with Jay Dutta, who leads as the Senior Vice President of User Experience Design at MakeMyTrip. He shares with us how User Experience and Customer Experience complement each other and emphasizes the importance of understanding the ‘why’ behind everything. He also talks about developing a holistic lifecycle of a product to increase the lifetime value of customers, which induces trust, enhancing the overall experience. You can connect with Jay on Twitter @jdallcaps. Don’t forget to subscribe to our show and share your comments on [email protected].