Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins Intercom’s VP of Customer Support Declan Ivory to unpack the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences. They explore the trust gap, survey fatigue, and rising expectations, and explain why great CX now depends on smarter, faster listening. From adaptive surveys to AI-powered insights, they reveal how leading companies are transforming how they capture feedback and continuously improve the customer journey.

Watch on YouTube: https://youtu.be/D2f-8ATNvZA?si=thBjoaNFvr3M1-2c

Follow the people:

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/isabelle-zdatny-ccxp-xmp-85932667/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Follow The Ticket podcast:

Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

RSS Feed https://art19.com/shows/inside-intercom

Say hi:

LinkedIn: https://www.linkedin.com/company/intercom/

X: https://x.com/intercom

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The Future of Customer Experience Starts with Smarter Listening

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom