He underlined, “What customers do is often a far more accurate indicator than what they say they do”.
He highlighted that while customers usually report signs, it’s the employees who can help uncover the real root causes of their pain points.
For companies starting their CX Transformation journey, he advised tapping into employee insights and creating a sensing nerve center to track and analyze customer feedback in real time. He also stressed the importance of mapping the entire customer journey—understanding every touchpoint and reimagining the experience to drive real impact.
