2026 Schedule

In most organizations, the voice of the customer exists - but it's trapped in CRM systems, buried in support tickets, and isolated from the people who need it most. This session reveals a proven methodology for transforming customer feedback from static reports into an organizational superpower that drives product decisions, breaks down silos, and elevates support from cost center to strategic connector.
Drawing from real-world implementation at an enterprise cybersecurity company, you'll discover three high-impact, low-effort strategies that created measurable transformation: customer listening sessions that converted skeptical product teams into customer advocates, ambient customer presence through newsletters and video walls that made customer voice omnipresent, and cross-functional "Support Jams" that became so popular we ran a lottery system for participation.
You'll leave with actionable tactics you can implement immediately, including specific scripts for engaging product teams, frameworks for making customer voice visible throughout your organization, and proven approaches for creating the organizational curiosity that sustains long-term cultural change. This session demonstrates how authentic customer voice - unfiltered, emotional, and visceral - becomes the catalyst for breaking down silos, improving employee engagement, and positioning support as a strategic business driver.

Takeaway

1. Immediate Action Framework: Three specific strategies you can implement Monday morning to begin transforming how your organization experiences customer voice, including exact scripts and templates for engaging product teams
2. Measurable Business Impact: How authentic voice of the customer programs deliver quantifiable results - including 45% reduction in escalation cycles, improved cross-functional collaboration, and support team transformation from cost center to strategic partner
3. Cultural Transformation Methodology: Proven approaches for creating organizational curiosity and sustained engagement with customer voice, turning passive reporting into active customer empathy across all departments
4. Breaking Down Silos Through Shared Experience: Practical techniques for using customer voice to build bridges between support, product, engineering, and leadership - creating a common purpose grounded in customer reality
5. Scaling Customer Empathy: How to move beyond periodic customer listening sessions to create ambient customer presence throughout the organization, making customer experience a background reality rather than a quarterly report