Available on-demand

The Next Decade of Customer Feedback: How AI and New Realities Create a Change Imperative for CX Leaders

Customer Feedback Management (CFM) technology has undergone a dramatic transformation over the past decade — from survey-driven models to always-on, omnichannel intelligence. Yet, despite these advances, customer expectations continue to outpace the programs designed to measure and meet them.  

In this webinar, join Sprinklr’s CX expert Valarie Grant, and guest speaker, Forrester’s Senior Analyst Colleen Fazio, as they explore how the emergence of new AI tools and shifting CX realities are reshaping feedback management and CX measurement programs.

We’ll discuss what new roles and skills CX leaders must embrace, what other macro forces are driving transformation beyond AI, and why traditional approaches to CX are struggling to keep up. Backed by fresh market research and commentary from industry experts, this session will provide a frank, future-facing conversation about where CX is headed and how leaders can prepare their teams for the decade ahead. 

Sprinklr will conclude with a short demo of our Customer Feedback Management solution, giving you a firsthand look at how AI is transforming feedback management practices and enabling organizations to keep pace with shifting customer expectations. 

You will learn: 

• How customer feedback management has evolved over the past decade  

• How AI is reshaping feedback management and CX measurement programs  

• What new roles and skills CX leaders need to embrace

Speakers

Valarie Grant

Senior Manager, Solutions Consultant

Sprinklr

Colleen Fazio

Guest Speaker, Senior Analyst

Forrester

Jen Dillon

Lead Solutions Consultant

Sprinklr