Are Customer Surveys Dead? - W / Sharad Khandelwal (SentiSum) #122

In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation.

Content:

[00:00:29] Introduction

[00:00:50] Sharad's Journey

[00:05:05] About SentiSum

[00:07:33] CX: From the Heart or the Head?

[00:08:49] Are Customer Surveys Dead?

[00:13:38] Alternatives to Surveys

[00:19:21] Why brands need a mindset shift

[00:23:33] The Future of NPS

[00:27:30] Turning Insights into Action

[00:33:39] Best and worst practices in customer experience

[00:37:01] The importance of forgettable, frictionless experiences

[00:39:09] Quick Fire Questions