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Speechless: Lessons From the Frontlines of Customer Experience

Speechless: Lessons From the Frontlines of Customer Experience

TechnologyBusiness1 episode
From brilliant customer experience breakthroughs to unbelievable service fails, Speechless dives into the real stories behind how businesses treat people—and how people remember them. Each episode, we explore the human and AI-driven moments that make customer experiences unforgettable—for better or worse. Join CX expert Matthew Storm as he interviews contact center changemakers.
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Your customers are ALWAYS talking. Why aren’t you ALWAYS listening? with Lisa Fairbanks of AWS

Your customers are ALWAYS talking. Why aren’t you ALWAYS listening? with Lisa Fairbanks of AWS

42 min 24 sec
Your customers are always talking—but are you truly listening? In this kickoff episode, Matthew Storm and AWS’s Lisa Fairbanks dive into how modern CX teams capture and act on customer signals. From legacy tools to AI-powered insights, they explore what to listen for, who should be listening, and how real change happens when the right people hear the right things.
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