Building a Connected Experience with Colleen Fazio

AI is accelerating a long-overdue shift in customer experience—from collecting feedback after the fact to designing quality into experiences from the start.This episode examines how CX leaders can move beyond siloed surveys and generic metrics toward more contextual, conversational, and signal-based listening. The discussion covers the evolution of voice of the customer programs, the growing importance of unstructured text analytics, and how agentic systems may change everything from journey orchestration to customer feedback itself.Equally important, the conversation reinforces that culture, leadership behaviors, and shared accountability—not technology alone—are what determine whether these tools actually improve experiences.For leaders navigating CX, analytics, and AI adoption, the episode offers grounded perspective on where to focus now and how to prepare for what’s coming next.Listen to full episodes on Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ