The End of Traditional CX: How Is AI Redefining the Entire Industry?

Over the past five years, the Customer Experience (CX) and Voice of the Customer (VoC) landscape has undergone a profound transformation.

In this exclusive webinar, Thibault Renouf, CEO of Partoo, will explore how AI is reshaping CX, drawing on hundreds of conversations with industry experts, webinars, white papers, and internal research.

We'll take a closer look at three major shifts:

• From internal surveys to public reviews
• From reporting to operational action and measurable ROI
• From surveys to AI-powered conversational signals

We look forward to seeing you there!

Below is an executive summary of the key topics that will be covered.

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(1) From Internal Surveys... to Public Reviews

CX programs are no longer built solely around internal customer satisfaction surveys. Customer feedback has become public.

• Online reviews (Google Maps, Facebook, etc.) now directly influence brand reputation and local SEO.
• They also feed Large Language Models (LLMs) and conversational AI platforms such as ChatGPT, Gemini, and Claude, shaping how AI recommends and represents brands.
• Public reviews have also become a valuable source of competitive intelligence, helping businesses benchmark their competitors' strengths and weaknesses.

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(2) From Reporting... to Operational Action

Traditionally, CX programs focused on reporting quantitative metrics such as NPS and CSAT.

Today, AI takes this much further.

• Semantic analysis and AI-powered clustering of customer feedback help identify recurring pain points and emerging trends.
• AI also enables exploratory analysis on specific business questions and one-off challenges.
• At the same time, growing pressure to demonstrate ROI is pushing companies to turn customer insights into concrete operational improvements, particularly at the local level.

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(3) From Surveys... to Signals

Customer surveys remain the backbone of most CX programs (89% of organizations still use them).

However, because customers are increasingly over-surveyed, fewer than 5% respond, and responses tend to provide less meaningful insight.

• AI makes it possible to capture feedback from the "silent majority" by analyzing new sources of customer data, such as phone calls, emails, and other customer interactions.
• Conversational Intelligence helps organizations understand customer expectations, emotions, and intent based on real conversations.
• More broadly, collecting and analyzing signals throughout the customer journey provides a much more complete view of the customer experience.