Beyond Surveys: How To Get Ahead of Customer Expectations

Tuesday, July 27, 2021
9am PDT / 12pm EDT

Surveys alone capture feedback from only a small fraction of customers, the vocal minority. Staying ahead of changing expectations requires listening to all customers--including nonrespondents, the silent majority.

But how can you hear what the silent majority is telling you?

Understanding what they are saying requires capturing a variety of the experience signals from the numerous channels customers use to interact with your business, and across the entire customer journey.

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Join Rachel Lane, Senior Solution Principle and Brian Powers, Global Customer Experience Officer at Brightstar, for an insightful fireside chat to hear how Brightstar has:

  • Captured a full range of experience signals (direct and indirect feedback, social and review site, operational data and observed behavior)

  • Embraced this strategy to reduce call volume, increase digital adoption, and accelerate growth while improving operational efficiency



Brian Powers,
Global Customer Experience Officer (CXO), Brightstar


Rachel Lane
Senior Solution Principal, Medallia