CXF Reflects: Why Customers Leave Without Saying a Word

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Customer feedback is getting harder. Survey fatigue, silent churn, and weak follow-through are creating a growing gap between collecting insights and acting on them. At the same time, AI is changing how feedback is analyzed, raising new questions about which signals actually matter.

In this CXF Reflects episode, Katherine Stone speaks with Hamid Farooqui, CEO and founder of Sogolytics, about what modern feedback programs need to do differently in 2026. The discussion focuses on timing, ownership, and trust, and why many teams still ask the right questions at the wrong moments.

Together, they explore how CX leaders can move beyond dashboards and design feedback systems that influence real decisions and outcomes.

What This Episode Covers

• Why many feedback programs start with biased assumptions
• Silent churn signals and why customers leave without explanation
• Why teams collect feedback but fail to act on it, and how to fix ownership
• How to design surveys around customer journey stages, not generic KPIs
• What reduces survey abandonment and why early questions matter
• Where AI helps in feedback analysis and where it can mislead

This CXF Reflects session challenges teams to rethink feedback as a continuous system, not a periodic task. The takeaway is clear: feedback only creates value when it changes behavior, priorities, and intervention timing where it matters most.