When a System Stumbles, Experience Speaks First — A Reflection Through the IndiGo Crisis
The recent Indigo flight cancellations were more than an operational crisis — they were a moment where the lived experience of customers and frontline teams surfaced the deeper truths of organisational alignment, communication, and emotional climate.
This reflection explores how service breakdowns become windows into an organisation’s inner architecture, and why resilience begins long before a crisis reaches public view.
**📍 The Bengaluru Lesson: What a City Taught Us About Communication
In Bengaluru, a small experiment revealed a big truth: communication resonates deeper when it reflects local culture. A single city responded in dramatically different ways to the same message — until the message was shaped around the neighbourhood’s behaviour, rhythm, and emotional cues.
With AI now capable of reading micro-patterns in sentiment, language, and community behaviour, hyperlocal communication is entering a new era. Technology helps us see more, but human understanding helps us interpret meaning.
This reflection explores how businesses can shape meaningful, human-centric communication by blending observation, cultural sensitivity, and AI-driven insight.