About this episode

The episode discusses how to leverage customer signals hidden in operational data for continuous improvement.

Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience those same breakdowns as uncertainty, frustration, effort, and broken trust. Slides, the resource list, and the full recording are on the episode page: https://www.kainexus.com/customer-signals-continuous-improvement-webinar This episode is the audio from a recent session of the KaiNexus Continuous Improvement Webinar Series. Annette Behrensmeyer and Volker Probst of Resonance Growth Partners make the case for a second lens on improvement work: the customer signals already hiding inside your operational data. Repeat contacts, transfers, escalations, and frontline observations almost always show up before a survey score moves or a complaint lands. This isn't about replacing voice of the customer or launching another program. It's about enriching the signals you already use to decide what to work on next. In this conversation: Why solicited feedback (surveys, interviews) arrives late and carries an effort tax, and where unsolicited signals fill the gap A three-step approach to connect customer signals to your improvement system…

People in this episode

Host: KaiNexus

Guests: Annette Behrensmeyer, Volker Probst

Mentioned in this episode

Organizations: Resonance Growth Partners

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