What does relatability really mean in customer experience?
In this candid conversation, Amritesh who served as ππ¦π’ at Compass Group Global, πππ’ at Culinary Brands India (Subway & Lavazza), π π Compass Group India, πππ & ππ π’ Domino’s India , ππ’π’ at Dunkin’β India ,unpacks how brands can move beyond surface-level CX to create experiences that truly connect.
From his reflections on why customers hate losing control, to the importance of post-consumption engagement, to the danger of mistaking metrics for outcomes, Dev reframes how leaders should think about CX in a digital, AI-enabled world.
In this episode:
- Why good advertising kills bad products faster
- The real reason customers hate – and how to fix it
- Why CX excellence begins after the purchase
- The shift from data-driven personalization to human relatability
- How AI can simulate empathy and context at scale
- Why your employee experience defines your customer experience