Webinar
What Surveys Miss: Rethinking How Leaders Understand Change in Customer Experience
Most organizations rely on surveys and CSAT to understand customer experience—but those metrics capture only a small, often biased slice of what customers actually go through. The reality is, much of the customer experience—where confusion, friction, and unmet expectations show up—lives in everyday interactions that are harder to see and even harder to interpret.
At the same time, leaders are expected to make fast, confident decisions across CX, operations, revenue and product—often without a clear or complete picture. This session explores what happens when teams are working from partial information, and how leaders can create clarity, alignment, and better outcomes even when the signal is imperfect.
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What you’ll learn
Why surveys and traditional feedback methods leave critical gaps in how you understand customer experience
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How teams interpret incomplete information—and why it leads to inconsistency across CX and operations
How leading teams are moving beyond reactive reporting toward a clearer view of what customers are actually experiencing
A practical framework to improve how you diagnose issues and make decisions across the customer journey
Meet our speakers
Scott Kelly
Customer Success Manager, Rippit
John Puts
Coach, Evolution
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