In this episode of *Transformation Heroes*, Carlos and François dive into the future of measuring customer satisfaction in 2025, uncovering the five key strategies CX leaders need to adopt to stay ahead.

They explore why traditional metrics alone are no longer enough and how businesses must integrate operational goals with customer experience KPIs to drive real impact. From enriching feedback with business context to leveraging AI for sentiment analysis and smarter survey design, they break down the tools and techniques that will redefine how satisfaction is measured.

The conversation also highlights the growing importance of omnichannel feedback, ensuring that insights from surveys, reviews, support interactions, and unstructured data come together in a unified system powered by AI. With customer expectations evolving rapidly, Carlos and François reveal how businesses can turn scattered feedback into clear, actionable improvements that drive loyalty and growth.

If you’re ready to take your customer satisfaction measurement to the next level, this episode is packed with the insights you need!

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Chapters

00:00 Measuring Customer Satisfaction: An Overview
03:45 Enriching Feedback with Business Context
07:39 Omni-Channel Feedback Collection
12:04 Sentiment Analysis and AI Integration
16:40 AI-Powered Surveys and Conversational Feedback

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