'The Future Lies in Blending Automation with Personalised Customer Service'

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

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