Summary

From startup scaling to Fortune 50 leadership, how can brands build customer experiences that drive lasting loyalty and growth? 

Join Michael Bair, Founder of Bair Consulting and seasoned CX executive, as he reveals: 

• Why AI in customer experience is anything BUT plug-and-play and why daily management, monitoring, and QA is required to make AI tools serve customers effectively instead of creating frustration. 
• The critical gap most organizations have in Voice of Customer programs along with why companies excel at fixing what customers hate but fail catastrophically at systematizing and scaling what customers love. 
• How to build a true VoC program using his three-pillar approach: customer experience tickets, comprehensive surveys, and social listening (the pillar most companies miss due to API limitations and cost barriers). 
• Why customer experience IS your brand if you are a direct-to-consumer company since CX teams represent the only human touchpoint customers have with your organization. 
• His framework for creating "wow moments" that extend beyond the transaction, from 11 Madison Park's next-morning granola jars to simple sticker strategies that turn customers into brand evangelists. 

Tune in to discover why most companies lack the basic BI infrastructure needed for effective customer insights and hear Michael's one piece of advice for lasting customer impact: hire leaders who genuinely love customers, not just the business opportunity.