Customer Experience at the Core of EV Evolution: How Kazam is Redefining the Future of Charging
In today’s fast-paced world, customer expectations continue to evolve rapidly. This transformation is especially evident in the electric vehicle (EV) industry. As EV adoption surges across India, the need for a frictionless, intuitive, and reliable user experience becomes paramount. Companies that prioritize customer experience (CX) now hold the power to shape public perception, encourage sustainable behavior, and drive mass adoption.
“In the EV infrastructure industry, Customer Experience (CX) is central to building trust, ensuring adoption, and driving behavioural shifts toward sustainable mobility. At Kazam, we’re not just selling chargers, we’re enabling seamless transitions for individuals and enterprises entering the electric mobility ecosystem. CX defines our product design, support systems, and strategic partnerships. A critical component of this experience is the User Interface (UI) design. A well-designed UI enhances user satisfaction by making interactions intuitive and efficient, which is especially vital in EV charging scenarios where users seek quick and hassle-free transactions. For instance, a clean and responsive UI can significantly reduce the time it takes for users to locate and initiate a charging session, thereby improving overall satisfaction. According to Forrester Research, a well-designed user interface can increase a website’s conversion rate by up to 200%, and a better UX design can achieve conversion rates of up to 400%. This underscores the importance of investing in UI/UX design as a strategic priority.
One of our biggest challenges has been addressing the varying levels of digital literacy and infrastructure awareness among first-time users. From fleet managers to residential consumers, expectations differ, and so do technical capabilities. This means offering a consistent, intuitive, and reliable experience is both critical and complex. To this effect, we’ve made sure that our app is now available in English, Hindi, Kannada, Tamil, Telugu and Marathi and improved our UI to be intuitive to an EV user. Our Charging Management System (CMS), Fleet Management System (FMS), and Battery Swapping Management System (BSMS) are all built with end-user efficiency and transparency at their core.
We believe that CX in the EV space will become increasingly predictive, hyper-personalised, and driven by AI-powered insights. As the ecosystem matures, customer experience will be the differentiator, not just in product functionality, but in how effortlessly and intelligently the system fits into daily life.”
– Akshay Shekhar, CEO & Co-Founder of Kazam EV
This powerful quote by Akshay Shekhar, the visionary co-founder and CEO of Kazam, encapsulates a vital truth about the EV industry: Customer Experience is not a feature; it is the foundation.
CX as the New Competitive Edge
Traditionally, automotive and energy industries prioritized hardware capabilities over user engagement. However, in today’s digital-first environment, this approach no longer suffices. Customers expect more than functioning hardware—they seek efficiency, ease, and clarity. Therefore, intuitive interfaces and well-structured support systems are no longer optional. They are essential.
Kazam understands this better than most. As a Bengaluru-based startup founded in 2020, Kazam is creating one of India’s largest EV charging ecosystems. By offering both hardware and software solutions, the company meets the diverse needs of two-, three-, and four-wheeler EV users. From public chargers to residential networks, Kazam provides interoperable infrastructure that supports real-time management, analytics, and optimization.
Bridging the Digital Divide with Design
A key challenge Kazam addresses is India’s digital diversity. While some customers are tech-savvy, many are first-time users unfamiliar with app-based services. To accommodate this range, Kazam has localized its app in six major languages—English, Hindi, Kannada, Tamil, Telugu, and Marathi. This initiative alone significantly improves usability and access across India’s demographic spectrum.
Additionally, Kazam’s focus on UI/UX design stands out. By prioritizing interface simplicity and visual cues, the brand ensures users can locate, initiate, and monitor charging sessions with ease. This effort reflects an understanding that a good product must also feel good to use.
Seamless Technology, Seamless Experience
Kazam’s product suite includes the Charging Management System (CMS), Fleet Management System (FMS), and Battery Swapping Management System (BSMS). These platforms are designed with the end user in mind. Instead of forcing users to adapt to the system, Kazam’s technology adapts to user needs. This reverse design philosophy not only saves time but also builds loyalty.
Moreover, the systems are transparent and user-friendly. This transparency allows businesses and individuals alike to understand energy consumption, costs, and efficiency in real-time. As a result, decision-making becomes quicker, smarter, and more sustainable.
Data-Driven Personalization
Kazam envisions a future where customer experience is driven by artificial intelligence. By collecting usage data and user behavior insights, the company plans to offer hyper-personalized services. For instance, frequent users may receive location-based suggestions for charging or proactive battery status alerts.
Such predictive capabilities can significantly reduce friction in the user journey. More importantly, they foster trust—users feel seen, understood, and supported. This deepens engagement and encourages long-term adoption.
The Role of Strategic Partnerships
Another pillar of Kazam’s CX-centric strategy is its commitment to collaboration. By partnering with businesses, fleet operators, and residential communities, Kazam tailors its solutions to real-world needs. These partnerships ensure the infrastructure isn’t just scalable but also adaptable.
Instead of creating a one-size-fits-all model, Kazam co-develops solutions based on user insights. This not only enhances customer satisfaction but also leads to product innovation grounded in actual pain points.
Final Thoughts: The Road Ahead
As India transitions toward clean mobility, CX will determine which companies lead the change. Functionality alone won’t win hearts—clarity, simplicity, and empathy will. In this context, Kazam stands out as a beacon of user-first innovation.
With a clear vision, localized approach, and robust technological backbone, Kazam isn’t just powering electric vehicles—it’s powering the customer journey into a sustainable future.
Visit kazam.energy to explore how they’re making electric mobility easier, smarter, and more human.
Author’s Note: Akshay Shekhar’s leadership at Kazam reflects a modern business ethos—where EV customer experience isn’t just part of the strategy, it is the strategy.
