Episode #78. The Future of Customer Experience Design: Integrating Emotion, Empathy, and Data with Sujay Saha
Description
Customer experience is the new gold — valuable, and becoming more valuable.
In this episode of The Value Creators Podcast, Hunter Hastings speaks with Sujay Saha, CEO of Cortico-X, a leader in experience design, to explore how the world’s most forward-thinking companies are reshaping customer experience in the AI era.
Sujay introduces a new discipline — experience-led architecture — where strategy, design, and technology converge to create experiences that reflect customer needs instead of reacting to them. He also explains how to measure the true ROI of experience, proving its financial impact beyond customer satisfaction scores.
Finally, he shows how AI is changing the way organizations understand people — blending data with emotion to design interactions that drive loyalty, trust, and long-term value.
Key Insights:
- Businesses should design experiences, not just processes. Experience-led businesses grow faster because they see every interaction as a design opportunity.
- Prove the ROI of experience. Customer experience is measurable — and profitable — when tied to clear business outcomes.
- Blend objective data and subjective emotion. The future of business intelligence is human intelligence — understanding not just what customers do, but how they feel, and why.
If you want to future-proof your business around people and their experiences — not just products and processes — this episode is essential listening.
Resources:
➡️ Learn What They Didn’t Teach You In Business School: The Value Creators Online Business Course
Connect with Sujay Saha on LinkedIn
United States
