Sean Albertson

Traditional customer experience (CX) strategies are built on surveys—and most customers ignore them. In this provocative fireside chat, Sean Albertson sits down with bespokeCX CEO Jason Ten-Pow to explore why it’s time to stop surveying and start listening. Together, they’ll unpack how Voice AI is transforming customer conversations into real-time insight engines—capturing emotion, sentiment, and intent at scale. Learn how leading brands are ditching legacy feedback loops in favor of continuous, conversational VoC strategies that actually drive change. If you're still waiting weeks for a report to tell you what just happened, you're already behind.

Key Takeaways:

• Why post-interaction surveys are broken—and what’s replacing them
• How AI-driven voice analysis reveals what customers won’t tell you in surveys
• The new role of empathy in automated service
• What leading brands are doing right now to shift from reactive to proactive CX