The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom The Future of Customer Experience Starts with Smarter Listening
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Apr 3, 2025 Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins VP of Customer Support Declan Ivory to explore the decline in customer feedback and its impact on businesses. They discuss how trust gaps and survey fatigue are affecting engagement. Isabelle highlights innovative techniques to bridge the feedback gap and the importance of smarter, AI-driven listening strategies. The conversation reveals how adaptive surveys and real-time insights are transforming customer experience management, ensuring that companies meet rising expectations effectively.
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Importance of Feedback
- Designing customer experiences without feedback is like navigating a maze blindfolded.
- You might succeed eventually, but you'll waste time and resources.
Trust and Feedback
- Trust is crucial for customer experience because it determines customer interaction.
- Customers share feedback believing companies will use it to improve, demonstrating trust.
Reasons for Declining Feedback
- Declining customer feedback stems from a "why bother" factor due to lack of perceived action.
- Survey fatigue from excessive, low-quality surveys contributes to this decline.