One Call Doesn’t Make a Trend: Lessons in Listening from Roger Lee

Speechless: Lessons from the Frontlines of Customer Experience – Episode 3 

When it comes to customer experience, listening is everything. But who do you listen to, and how do you distribute this feedback across your organization?  

In Episode 3 of Speechless, host Matthew Storm sits down with longtime CX veteran Roger Lee to explore how contact centers can move beyond “checking the box” on quality monitoring to uncover what customers (and employees) are really saying. 

Roger’s been on both sides of the fence - starting in customer service operations before moving into the vendor and consulting world - and he’s learned one powerful truth along the way: one call doesn’t make a trend. 

What You’ll Hear in This Episode 

• Why data needs context. A single call can’t tell the full story, but thousands of interactions, analyzed intelligently, can reveal patterns that drive real business change. 
• How to give feedback that inspires action. Roger shares how to take insights to other departments without pointing fingers, turning human error into relationship-building collaboration. 
• The link between employee effort and customer effort. You can’t create effortless experiences for customers when your agents are juggling 67 screens to solve one issue. Find out why true effortless experience start with the agent. 
• AI’s role in modern listening. From speech analytics to GenAI-powered insights, Roger explains how technology is reshaping the way we listen to and act on customer needs. 
  

A Moment That Left Us Speechless 

Roger also shares a powerful story about Chewy, a brand known for exceptional service. After the loss of his two dogs, Roger called to figure out what to do with unused food. Instead of a return label, he received empathy, a refund, suggestions of animal shelters to donate the food to, and a handwritten sympathy card from the rep who took his call. 

A simple gesture, priceless impact. 

Listen Now 

If you’ve ever wondered how to transform data into empathy, or how to turn listening into leadership, this episode will leave you speechless...in the best way. 

🎧 Listen to Episode 3 wherever you get your podcasts or by clicking here.