What’s Inside [1:26] Introduction to Karen Lam [30:06] Full Podcast Episode [2:19] Episode Highlights [2:50] Fixing Career Paths To Unlock CX Growth [2:54] Letting LLMs Surface Hidden Customer Truth [4:41] Escaping The Perception Trap In Customer Feedback [3:22] Fixing Data Quality for Actionable VOC [5:42] Making VOC Cultural With Cross-Functional Cadence [4:37] From Cost Center To Strategic Value Center [2:06] Investing in People to Power VOC Success [0:59] Short – Making VOC Cultural With Cross-Functional Cadence [0:58] Short - From Cost Center To Strategic Value Center