From Dotcom Era to AI Boom — How Did Deep Kalra Keep MakeMyTrip Ahead of Every Trend?

Deep Kalra, founder of MakeMyTrip, has been a pivotal figure in India's internet economy, skillfully guiding the company through the dotcom era to the current age of AI, adapting to technological advancements along the way

MakeMyTrip's success is attributed to Kalra's instinct to recognize and act upon emerging trends early, which has kept the company at the forefront of innovation, including a strategic shift from web to mobile apps during the app revolution

Recently, MakeMyTrip has embraced AI, launching "Myra," a conversational AI assistant, which enhances customer interaction by managing over 25,000 conversations daily and improving conversion rates

AI at MakeMyTrip extends beyond customer service, playing a crucial role in HR processes and product development, thereby boosting productivity and efficiency across various operations

Kalra emphasizes that AI is integral to the company's operations, serving as a core business enabler rather than just a trendy term, significantly enhancing user experience and operational agility

Having survived multiple crises, including the dotcom bust and the COVID-19 pandemic, Kalra has developed a crisis playbook that focuses on conviction, team belief, retention, and maintaining composure during challenging times

The dotcom bust was a significant challenge for MakeMyTrip, with financial constraints threatening its existence, but conviction in their vision and team support helped them persevere

During the pandemic, the challenge shifted to retaining talent and staying calm despite the travel industry's downturn, underscoring the importance of leadership and team morale

As MakeMyTrip marks its 25th anniversary, Kalra's leadership is defined by curiosity, adaptability, and customer focus, consistently betting on new technologies like mobile and AI before they become mainstream

Deep Kalra's journey with MakeMyTrip exemplifies resilience and the ability to pivot, serving as a testament to the enduring qualities of successful entrepreneurship in a rapidly evolving market