From Support to Retention: Inside Dose Daily’s CX Journey !

What does it really take to build customer loyalty when your business is growing fast?In Episode 2 of The Prompt Room, Aditya Santhanam, Co-Founder & CTPO of Thunai, sits down with Mona K, Head of Customer Support at Dose, for an honest conversation about customer experience, support operations, and the realities of scaling a modern DTC brand.Mona shares her journey of building and scaling a customer support function, what happens behind the scenes when customer expectations meet operational challenges, and how support teams can turn difficult customer interactions into opportunities to build trust and loyalty.The conversation also explores the realities of managing a growing tech stack, the friction caused by disconnected systems, and where AI can genuinely help support teams without taking away the human element that great customer experiences depend on.From everyday support challenges to the future of proactive, retention-first CX, this episode is packed with practical insights for CX leaders, founders, support teams, and anyone interested in the evolving world of customer experience.In this episode:Building and scaling customer supportTurning support interactions into customer loyaltyThe realities of DTC and subscription-based CXTech stack fragmentation and its impact on support teamsWhere AI can genuinely make a differenceBalancing automation with the human touchThe future of proactive and retention-first customer experienceLearn more:🔗 Thunai — Agentic AI for Customer Experience & Support: www.thunai.ai🔗 Dose — Daily wellness shots and science-backed formulas: Dose DailyThe Prompt Room is a podcast by Thunai featuring genuine, unscripted conversations with the people shaping CX, support operations, AI, and modern technology. The goal is simple: real conversations, practical insights, and ideas you can take back to your own team.