Show notes
Every serious company runs a voice of customer program now. Most of them are drowning in surveys and still not acting on what they hear. The gap was never listening. It's what happens next.
Bill Staikos has led CX inside JP Morgan, Amex, Freddie Mac, and Medallia, and he's blunt about why feedback so rarely turns into action. Surveys alone can't fix the systemic stuff. Employees can't be heroes forever. And the answer is almost never another tool.
In this episode, Bill walks through the four loops of customer feedback (inner, outer, and the two most teams miss: orchestration and learning), why happy employees are only half the battle, and the one practical move every CX leader should make this week: stop shopping for AI, and start feeding your AI the years of feedback data you already own.
In this episode:
- Why voice of customer is an action problem, not a listening one
- The four loops of feedback, and the two most companies forget
- "Watermelon clients," and how the right data at the right time saved hundreds of millions in retention
- Why hero CX doesn't scale, and what to give employees instead
- Where LLMs actually help with feedback, and where they'll happily mislead you
- The corpus of data already inside your company, and how to put it to work
"Hero CX doesn't work over the long term. It's just not sustainable. You've got to give them the right data.": Bill Staikos