Brands don't need more feedback or survey data to better understand their customers - Interview with Nate Sanders of Artifact

Punk CX with Adrian Swinscoe

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent guest post that he wrote for my site called “Obituary: The Survey (1920s – 2023)” [It caused a bit of stir on LinkedIn], where we are at re surveys, VoC, data and insight, why companies don’t necessarily need more insight or customer feedback data and what they should be doing instead.

This interview follows on from my recent interview – When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada – and is number 481 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: A big thank you goes out to the folks at CGS for sponsoring my podcast for the coming month.

Now, CGS is a company you might not have heard of.

But, they have been delivering brand-building and customer experiences for 40 years for global brands that you will definitely have heard of.

Over that time, they have developed deep expertise in both outsourcing and technology, so you should definitely pay attention to what they have to say.

They’ve recently put together a free ebook and video that I’d like to point you to. It’s called The Transformative Power of Generative AI and ChatGPT and has been authored by CGS’ Executive Vice President and Chief Technology Officer, John Samuel. It’s a really comprehensive guide and is designed to deliver insights, summarize research, and inspire creative problem-solving.

Follow this link to check out the free ebook and video.