Episode 15: Amplifying the Customer’s Voice (Gil Perlman, Head of Customer Experience @ Riverside.fm)

Is your organization truly listening to customers, or is their feedback disappearing into a black hole?In today's episode, hosts Nadav Kemper (CEO, Quack) and CX expert Doron Pryluk welcome Gil Perlman, Head of Customer Experience at Riverside.fm, for a candid conversation about making customer feedback truly impactful in today's support landscape.🚀 Key insights you'll gain:Why resolution time trumps response time as the only metric that truly mattersHow to transform your most vocal critics into powerful brand advocatesA proven framework for making customer feedback "irresistible" to product teamsThe critical balance between AI as "the sidekick" and humans as "the hero"Why your offboarding experience might be your most overlooked opportunityFrom his unconventional journey from lawyer to CX leader, Gil shares practical wisdom for support teams navigating the delicate balance between B2C and B2B customer needs while scaling operations.Tune in for actionable strategies to amplify your customers' voices and deliver exceptional experiences that customers remember.This episode is produced by Quack, creator of world-class AI support agents that help companies deliver amazing customer experiences at scale. Ready to transform your CX? Follow the Future of CX podcast for more insights!