Customer satisfaction is no longer just about Net Promoter Scores, it’s about understanding the entire customer journey, how easy it is to work with your team, and whether your offerings truly meet their needs. How confident are you in understanding what is truly important to your customers? Join this interactive, facilitated discussion to explore modern approaches to capturing customer sentiment, including effort scores, targeted satisfaction surveys, and behavioral data. Learn how to match internal KPIs with external perception, uncover blind spots in service delivery, and ensure your metrics reflect what matters most: keeping customers up, running, and loyal.