This session focuses on balancing customer feedback with strategic decision-making to drive business success. It begins by examining customer pain points and mapping their journey. The content is structured around three levels of focus—feature, solution, and problem—highlighting the importance of addressing deeper customer needs rather than just responding to surface-level requests. By integrating the CX Pyramid and Google’s HEART model, it provides a framework for measuring success and ensuring long-term customer satisfaction by solving core challenges that customers may not explicitly articulate
