Surveys capture a slice of the story. Your frontline hears the rest every day across calls, chats and digital interactions. In this on-demand webinar, Rob Scott sits down with Fabrice Martin, Chief Product Officer at Medallia, to explore how CX leaders connect these signals, close the loop faster and deliver measurable impact—without losing the human touch.

What You’ll Learn:

• Move beyond survey blind spots: why solicited data misses most experience signals – and how to capture the rest from everyday conversations.
• Frontline-ready AI: what “predictable, reliable, secure” AI looks like for non-technical users on the phones, in stores and in the field.
• From noise to action: connecting “dots” across calls, chats, reviews and journeys to surface themes, detect issues and act in near real time.
• Close the loop in seconds: how AI-assisted responses help teams acknowledge, resolve and follow up with empathy at scale.
• Trust and governance built-in: practical safeguards for privacy, toxicity, explainability and enterprise roll-out.
• Proving ROI: where efficiency, speed-to-insight and retention gains show up first—and how teams tie them to cost to serve and CLV.

Who Should Watch?

CX leaders, contact center leaders, digital/product owners and IT decision-makers seeking practical ways to operationalize AI across the frontline while maintaining governance and customer trust.

Key Takeaways:

• Frontline conversations reveal why customers stay – or churn.
• AI should assist, not “audit,” your teams.
• Closing the loop quickly and empathetically changes outcomes.
• Governance isn’t optional; it’s how adoption sticks.