In this episode of Insightful Connections, Nithi Kumar, Global Head of Experience Solutions and CX Growth at Kantar, shares his global journey through customer experience leadership. He challenges the traditional reliance on satisfaction scores, introducing Kantar’s “Meaningful Difference” framework as a more powerful way to humanize CX and drive brand growth. Nithi illustrates the concept with stories ranging from Virgin Atlantic to Orange UK, and a simple yet impactful initiative in Bangladesh that helped protect low-income customers’ phones during monsoons. Along the way, he reflects on how CX puts “heart back into business,” blending business impact with human values