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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Most companies measure CX through surveys, reviews, and dashboards. But there is real danger in “silent complaints”: the underwhelming experiences that customers never report, but quietly share with friends or that stop them from coming back.
In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić sits down with Adrian Swinscoe — author, Forbes columnist, and host of Punk CX — to explore how AI is reshaping customer experience, and why technology alone won’t save you from these hidden risks.
They discuss:
- Why “silent complaints” are often more damaging than bad reviews
- How AI can surface insights from conversations that surveys and dashboards miss
- Why frontline employees still see problems before the data does
- How leaders can balance technology with humility, curiosity, and human insight
- What it really takes to deliver on the old promise of being “customer-obsessed”
AI is giving companies new tools to understand customers in real time, but unless it’s used to address the basics of service, it risks becoming just another layer of CX hype.
👉 Watch the full episode to learn how to spot silent and not-so-silent complaints before they destroy loyalty to your brand.
#CustomerExperience #CX #AI #VoiceAI #PolyAI #PunkCX
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