What are the most effective ways you’ve seen customer insights actually influence business outcomes? Looking for examples for metrics that provide the most actionable insights, or ways CX data has been directly applied to business decisions.

In online education, external consultants help us adapt courses to market demands, such as shortening course lengths. Internal feedback alone isn’t enough to drive change, but outside input, with leadership support, enables us to pivot and better meet customer needs.

We realized customers weren’t engaging with lengthy research reports, so we integrated GenAI to allow deep dives into specific topics. This change, driven by feedback, made content more accessible and valuable, turning customers into active participants in our product experience.

Customer feedback directly shapes product roadmaps and onboarding processes. Exceptional onboarding increases adoption, improves advocacy and reduces churn. Insights also help model and target similar customer segments, supporting structured, data-driven company growth.