[Webinar] Beyond the Voice of the Customer: Richer Signals for Continuous Improvement

Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience those same breakdowns as uncertainty, frustration, effort, and broken trust.Slides, the resource list, and the full recording are on the episode page: https://www.kainexus.com/customer-signals-continuous-improvement-webinarThis episode is the audio from a recent session of the KaiNexus Continuous Improvement Webinar Series. Annette Behrensmeyer and Volker Probst of Resonance Growth Partners make the case for a second lens on improvement work: the customer signals already hiding inside your operational data. Repeat contacts, transfers, escalations, and frontline observations almost always show up before a survey score moves or a complaint lands. This isn't about replacing voice of the customer or launching another program. It's about enriching the signals you already use to decide what to work on next.In this conversation:Why solicited feedback (surveys, interviews) arrives late and carries an effort tax, and where unsolicited signals fill the gapA three-step approach to connect customer signals to your improvement system, plus a simple way to weigh customer value against business valueHow a 32-bed med-surg unit turned its daily huddle into a 15-minute patient signal huddle and compressed a 60-to-90-day feedback loop into daysHow a med tech company cut call volume by 30%+, saved over $10M in shipping cost, and recovered $20M+ in annual recurring revenue by making an opaque process visibleFour things any CI leader can start on this weekAbout the guestsAnnette Behrensmeyer and Volker Probst are managing partners at Resonance Growth Partners, where they help organizations connect customer understanding, employee insight, and business performance. Annette is a Forrester-certified CX professional with more than a decade designing enterprise CX strategies and feedback-to-action operating models. Volker brings more than 25 years turning customer insight into action at enterprise scale across CX and operational excellence leadership. Hosted by Mark Graban, senior advisor at KaiNexus.