December 03, 2025
Human Emotion, Empathy and Experience in the Age of AI
By Anshuman Chakravarty – Head of Marketing, Somany Ceramics
Talking to a bot, no matter how advanced, it still carries a subtle hesitation. It’s not about capability but emotional connection, this hesitation is deeply psychological. Even the best conversational AI triggers certain human resistance loops, because of deficit in trust, vulnerability, and what psychologists say that “social presence” cannot be coded. What AI creates is “synthetic empathy” i.e. comfort without connection.
Artificial Intelligence can design, predict, recommend, and even largely even simulate empathy. Yet beneath all that dazzling efficiency lies an enduring truth: business remains profoundly human. It is built not merely on data, but on trust, and trust, as every marketer knows, is an emotional currency.
The dual-process theory of Psychologist Daniel Kahneman, tells us that most human decisions are not rational but intuitive, governed by the fast, emotional part of the brain. Whether we’re choosing a car, a watch, or a ceramic tile, the final choice is often less about specification and more about how it makes us feel.
Meanwhile, affective computing allows algorithms to analyze facial expressions, voice tone, and even heart rate to infer emotions such as joy or stress. These systems can recognize patterns with remarkable accuracy, but they still only interpret emotion; they do not experience it, therefore empathy still remains a unique human trait. Emotion is the starting point of every meaningful interaction; it shapes perception long before logic takes over. Experience is how that emotion finds form; it is the tangible expression of what a brand or space makes us feel. Empathy, meanwhile, is the bridge between the two, the ability to sense what others feel and translate it into thoughtful action or design. When emotion fuels experience and empathy guide its creation, brands move beyond transactions to build trust and belonging. In that intersection lies the true art of human-centered marketing.
That emotional resonance, the human touch and involvement, is what truly builds conviction. At Somany Ceramics, we see this every day across our 500-plus showrooms and 18 Experience centres across India. A customer might start their journey online, exploring our AI visualizer or browsing catalogues, but the moment of truth happens in a conversation - when our advisors help translate aspiration into reality, empathising with client needs and guiding them to conviction. Technology builds awareness and engagement; but people help build trust. The trust–commitment theory of relationship marketing reinforces this idea: long-term loyalty doesn’t come from transactions but from emotional assurance. When customers sense authenticity and empathy, the bond transcends price and promotion.
In marketing, this is the shift from function to identity; Brand loyalty creates predictability, Brand image shapes self-expression and Brand awareness ensures recall in a fragmented world.
Together, they build something AI still struggles to replicate - meaning. E-commerce giants have spent billions building digital trust. But for smaller or emerging brands, human connection remains the strongest differentiator. As we blend digital and physical experiences - from intelligent retail layouts to data-driven design, one principle stays constant: technology must enhance, not replace, humanity.
In the world of tiles, that philosophy comes alive through surfaces that evoke calm, textures that inspire warmth, and spaces that feel personal. Because behind every surface, there is a story; behind every decision, is a dreamer.
Technology may perfect precision, but only people can create belongingness. And belonging, in the end, is what every timeless brand, and every beautiful home, is truly built upon.
Head of Marketing, Somany Ceramics
Anshuman Chakravarty is an experienced marketing and communications expert who has 20+ years of experience in the creation, transformation, and growth of brands in countries such as India, Asia, and Europe. He is the current VP and Head of Marketing and Communication at Somany Ceramics, and has driven award-winning brand resurgence, strategic repositioning, high-impact marketing and integrated communication programs in both B2C and B2B markets. One of the 30 leading CMOs of India.
