As companies grow and rely more on technology, they often lose the close connection they once had with customers. This “scaling paradox” creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive.
In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty and profitable growth.
You’ll learn how modern feedback systems and AI reveal patterns in what customers think and feel, which enables leaders to make smarter, faster business decisions. Michael shares examples from companies he works with, like Canva, that show how “closing the loop” by listening, responding, and learning from every customer drives measurable impact.
Key Questions Explored:
- Why do companies lose connection with customers as they scale?
- How can businesses turn painful customer complaints into profitable growth opportunities?
- What’s wrong with traditional quarterly customer feedback meetings?
- How can real-time tools and AI improve the use of customer insights?
- How can leaders redefine success metrics to build a truly customer-centric culture that scales?
- How do well-known companies like Canva successfully close the feedback loop that others can do too?
Valuable Insights Shared:
Doing CX Right means recognizing that business growth creates distance between leaders and customers, and one must create systems that use real-time feedback, unified customer intelligence powered by AI, and focused leadership actions to stay connected.
Customer Experience and Tech Topics Discussed:
- The scaling paradox and its impact on customer experience
- Shortcomings of traditional feedback processes
- AI’s role in unifying and analyzing fragmented customer intelligence
- The critical practice of “closing the loop” on customer feedback
- Aligning teams on accountability for top customer issues
- Importance of maintaining direct, human connection with customers even as you scale
Actionable Takeaways:
- Replace quarterly feedback meetings with ongoing real-time tools for customer awareness
- Use leadership meetings to align on priorities and assign clear ownership of issues
- Implement AI-driven systems that detect patterns across vast customer data
- Build a “close the loop” culture that listens, acts, and follows up on every complaint
- Embed customer feedback metrics into company leadership objectives
Companies/Examples Mentioned:
- Canva: A great example of how to stay focused on customers while growing. Their CEO uses a simple goal to motivate the whole company: “How many loops did we close with our customers?” This question acts as a strong motivator, making sure everyone is focused on listening and responding to customer feedback.
- Asana & Figma: Michael shares his direct experience building customer intelligence and VoC programs from the ground up at these hyper-growth companies.
Leadership Advice:
Leaders must resist the comfort of dashboards and instead maintain direct exposure to unfiltered customer voices. They should foster an environment where frontline insights are valued and acted upon promptly, breaking through organizational silos.
Looking Ahead – Predictions:
The future of customer experience isn’t just about big data; it’s about better data. AI and real-time customer intelligence will redefine how companies scale without losing the customer connection that drives loyalty and growth. The future belongs to those who integrate these tools into active leadership and operational rhythms.
Final Thought:
To drive real change, empathy must be your organization’s operating system. The most important thing to do now is to apply the same deep understanding you seek from your customers to your internal partners. Do not let customer complaints be ignored; they’re your greatest growth opportunity.
Press Play To WATCH On Youtube
About Michael Nguyen:
Michael leads Customer Intelligence at Enterpret helping companies scale the way they understand and act on their customers. Connect with Michael on LinkedIn.
Learn more about Enterpret, a leading customer intelligence platform that unifies large volumes of feedback across tickets, calls, and reviews to surface customer insights and drive product decisions faster.
About Stacy Sherman:
Stacy Sherman is a professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.
