CX Today · 2026-07-02 · 19 min
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulting, to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience. When you force a customer out of their natural channel just to leave feedback, you disrupt the journey and lose the context. The solution? Conversational listening. Sonal and Valarie break down how context-aware tools allow brands to capture sentiment natively within the channel the customer is already using - reducing friction and dramatically improving the richness of the data. If you are struggling with survey fatigue or looking for a practical way to innovate your feedback strategy this quarter, this conversation is for you. Learn how to stop asking generic questions and start listening in the moment.
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