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Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company’s needs rather than the customer’s reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust.
In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment.
We delve into why silence doesn’t mean satisfaction, why feedback must shift from lagging indicators to real-time signals, and how AI can transform agents into superheroes rather than script-readers. Along the way, Devidas shares his bold vision for the “death of dashboards” and why the future is “anti-dashboard.”
If you’ve ever felt trapped in a maddening customer service loop (looking at you, broadband companies), this episode will resonate. More importantly, it will show you what’s possible when organizations finally stop treating feedback as an autopsy and start listening in real time.
Best Quote:
“AI that listens isn’t about replacing humans—it’s about keeping the human in the loop, so customers get both speed and empathy in the same conversation.”
