In this thought-provoking episode of CX with Chopra, we dive deep into the emotional core of customer experience with storytelling legend KV Sridhar (Pops). He challenges the very idea of calling people “customers” and takes us on a journey-from love letters to Cadbury’s emotional branding-revealing how brands must shift from transactional logic to building real human relationships.
Key themes include:
- How to think like a storyteller, not a marketer
- What it means to design experiences with empathy, not efficiency
- Why AI can’t match human imagination-or write a story that moves