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Your dashboard is not the action. Here is how to turn customer feedback into real change.

Yanique Grant sits down with Ryan Tamminga, Chief Customer Officer at Alchemer, a CX feedback platform used across almost every industry worldwide.

Drawing on a career at Deloitte, Accenture and Reed Group, Ryan explains why feedback must reach a human when automation fails, how digging beyond dashboards revealed 15 customer segments where one company expected seven, and why curiosity, not ego, is what moves CX forward in the age of AI.

In this episode:

• Deciding what to automate and when to escalate to a live human
• Moving past dashboards and sentiment scores to feedback that triggers action
• One simple step to close the loop with customers this week
• What to do when leadership disagrees with what customers are saying
• How AI agents will change the way customers engage with brands
• Why AI evolves, rather than replaces, the human role in CX

Featured resources:

Book: The works of John Steinbeck (Ryan is reading his entire anthology to sharpen his storytelling and narration)
Alchemer (Ryan uses his own platform daily to stay close to customers)
Claude with MCP connections into Salesforce and Gong
Iris, Alchemer's new AI native CX platform

Connect with the guest:
LinkedIn: Ryan Tamminga
Website: alchemer.com (use the Contact Us page and it will find its way to Ryan)
Alchemer customers: mention you heard Ryan on this podcast in any Alchemer survey and it will reach him

Follow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community.

Hosted by Yanique Grant.