Varun's response is inadequate, as he simply states that he doesn't know how to answer the question. This lack of engagement and insight is concerning, especially given the importance of customer experience in the IT Director role. In contrast, the benchmark response provides a clear example of enhancing customer experience, detailing specific actions taken and how the impact was measured through key performance indicators (KPIs). To improve, Varun should prepare examples from his experience that demonstrate his ability to enhance customer experience and measure the results. He could have articulated a structured response similar to the benchmark, showcasing his strategic thinking and analytical skills.