Karen Lam - "The Voice of the Customer: The Missing Link to Success"

Karen Lam, Director of Customer Support at Top Hat, reveals how a robust Voice of the Customer program transforms “cost centers” into strategic growth engines. She breaks down two blockers: career progression uncertainty and under-leveraged customer insights. Karen shows how AI and LLMs synthesize signals across surveys and reviews. She shares cadence, cross-functional rituals, and storytelling that secure C-suite alignment.

WOW-24-7

Contact Centers