CX Excellence Summit

AI has brought the voice of the customer (VoC) to the front of the buying process. It used to be something businesses reviewed after a sale. Now it helps customers decide whether to buy in the first place. Rather than a list of search results, customers often get a single AI-generated summary built from public reviews, forums, and videos. Over time, this story builds up, and repeated complaints can become ‘facts’ that the AI keeps repeating to every future customer. You can't pay to change that answer. The only way to improve it is to deliver a better experience.

In this session, Vineet Singh will explain how AI engines choose what to cite, which sources carry the most weight, and how to treat your brand's AI narrative as a signal for improvement, not just a reputation risk. You'll get a practical VoC framework built for this shift: how to trace public feedback back to its operational cause, check your own survey data against what's being said publicly, put fixes into your systems and processes, and track whether the AI's answer actually changes as a result. The session includes examples from healthcare, airline, automotive, and consumer brands.

What you'll learn:
- How search went from a ranked list to a single answer you can't buy your way into, and what that means for how customers choose you.
- Which types of customer content carry the most weight with AI engines, and how to prioritize them in your own listening process.
- How to tell whether a recurring theme in your AI narrative is a problem to fix or a strength to protect.
- A simple way to check where your survey results and the public narrative about your brand diverge, so you can close the gap fast.

- A repeatable process for tracing an AI-repeated complaint to its root cause, fixing it, and confirming the AI's answer improves