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The Voice of Customer Experience: Gerry Brown, Vinay Parmar and Jerry Angrave



In this episode we meet Jerry Angrave from Empathyce and Vinay Parmar of Dhruva Star, two highly qualified CX professionals with extensive experience in travel and transportation. In this fast paced and broad ranging discussion, we look at the challenges faced by many segments of the travel industry, and the impacts on the passengers and customers when things don’t go to plan.

Jerry and Vinay discuss the complexities and changing face of modern-day travel and share ideas on the importance of recognising different customer demographics, their diverse, but equally important needs and the multiple scenarios that can impact the overall travel experience.

They strongly agreed that it’s vital to empower colleagues to take proactive ownership of these situations and focus on delivering relevant and timely communications that can reduce passenger stress and anxiety. They added that when employees do this with empathy and the personal touch, it can bridge the communication gap and help carriers and other travel companies deliver memorable and sustainable customer experience.
Vinay Parmar

Vinay Parmar

Druva Star Founder
My career trajectory has been a case study in the power of networking, embracing a growth mindset and broad vision. Moving through various departments, I honed my skills in understanding the bigger picture of business operations. My transformative time at Egg.com cemented my beliefs in leadership, change management, and the profound impact of customer experience.
Jerry Angrave

Jerry Angrave

Empathyce Customer Experience Consultancy Customer & Passenger Experience Director
Having held senior inhouse CX roles, I now am a Customer Experience consultant and interim manager. The nature of support for companies in aviation and travel, professional services and utilities among others include CX Strategy planning, CX programme development, effective journey mapping and professional development. Better experiences; better business.

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