At LISTEN 2025, one theme echoed across every conversation: CX doesn’t suffer from a data problem — it suffers from an action problem.
As COO Eddie Vaca shared during CallMiner’s Customer Advisory Board (CAB), the biggest challenge isn’t collecting insights — it’s activating them. Several attendees approached him during and after the session, affirming how aligned his comments were around the blind spots that often prevent organizations from translating customer intelligence into meaningful action.
The Problem Isn’t Lack of Intelligence. It’s Activation.
Organizations are investing in powerful platforms to capture voice, sentiment, emotion, and context across every channel. But despite having access to real-time or near-real-time intelligence, many still struggle with:
- Lack of direction on how to use the insights
- Fragmented ownership of insights across departments
- Delayed or inconsistent handoffs from insights to frontline teams
- Misalignment between customer data and operational priorities
- Lack of defined accountability for acting on feedback
The result? Insight-rich dashboards that sit idle. Coaching moments that are missed. Strategic decisions based on gut instead of ground truth.
From Intelligence to Action: What’s Missing?
What stood out at LISTEN 2025—especially in CAB discussions—is the need for stronger bridges between teams, tools, and timelines. To close this gap, leading CX organizations are focusing on:
1. Operationalizing Insights
Making data actionable with embedded workflows that connect QA, training, workforce management, and customer feedback into unified decision-making.
2. Real-Time Coaching Triggers
Building systems where insight automatically activates the next best action: whether that’s a coaching prompt, alert, or escalation.
3. Cross-Functional Ownership
Creating shared KPIs and routines across CX, Ops, IT, and even Product so that insights are embedded, not siloed.
4. Leadership Buy-In
Elevating customer intelligence to the C-suite with clear use cases, measurable outcomes, and real business impact.
What Comes Next
As Eddie put it in a post-event conversation: “It was encouraging to hear so many leaders echo the same reality. We’re not short on data. We’re short on action, alignment, and accountability”
At cxperts, we don’t just analyze insights — we operationalize them. Our AI-enabled coaching models and embedded analytics are designed to move organizations from awareness to action, creating a measurable impact on customer experience and operational efficiency.
Because insight without execution is just noise.
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Talk to us.
cxperts is a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore, and offshore support without compromising quality.
As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time.
Let cxperts be your edge in today’s experience-driven market.
Learn more at www.cxperts.us
