When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel.
You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, and social listening reveal patterns at scale, while humans still guide the questions and actions.
From frontline insights to early warnings of silent churn, we cover practical ways to detect issues, act fast, and close the loop. You’ll leave with five essentials for building a connected feedback ecosystem and turning listening into lasting improvement.
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Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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