1, March, 2024
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Ola’s Innovative Approach: CEO Hemant Bakshi Hits the Roads as a Cab Driver to Enhance Customer Experience

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Ola’s recently appointed CEO, Hemant Bakshi, is breaking traditional CEO norms by taking to the streets of Bengaluru as a cab driver on weekends. This unconventional move is aimed at gaining firsthand insights into customers’ concerns and expectations, echoing a bygone era when kings engaged with their subjects to understand their problems.

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In a media briefing on January 25, Bakshi explained his unique approach, emphasizing the importance of direct experience in crafting a customer-centric strategy. The CEO’s motive is to bridge the gap between executive decisions and the practical challenges faced by customers during their Ola rides. By immersing himself in the role of a cab driver, Bakshi seeks to make informed decisions that will enhance the overall customer experience.

“Ever since I arrived in Bangalore, I make an effort to drive an Ola cab on Sundays to earn some extra money and connect with the ground reality,” he shared.

Bakshi, a former executive at Unilever, assumed the role of CEO following a strategic reorganization of Ola into three distinct units: financial services, ride-hailing and mobility, and logistics and e-commerce. This move is indicative of the company’s commitment to innovative leadership and a customer-centric approach.

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Ola customers can now expect a more personalized and informed decision-making process, as their CEO actively immerses himself in the daily experiences of both drivers and riders. The driving force behind this unconventional approach is Bakshi’s dedication to closing the gap between leadership decisions and the on-the-ground realities of Ola’s services.

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