How to Fix "Survey Fatigue": Replacing Checkboxes with Video Feedback

Is the Net Promoter Score (NPS) enough in the age of AI? Or are we just reducing human emotion to a number on a dashboard?

In this episode, Gabe sits down with Fran Brzyski, CEO of Hark, to discuss the massive shift happening in Customer Experience (CX). We dive into why forward-thinking teams are moving away from static surveys and embracing video and audio feedback to drive real innovation.

Fran explains how "stories over scores" can create a culture of customer empathy, how AI is making qualitative data scalable, and why seeing the "whites of the eyes" of your customer is more powerful than any spreadsheet.

In this video, we cover:

01:31 -The Origin of Hark: Why traditional surveys feel "offensive"

03:00 - Leveraging the TikTok generation: Why video feedback wins

05:27 - The Problem with Feedback: Why NPS is often misused

06:27 - The "Netflix Effect": Bringing empathy to data trends

11:17 - Case Studies: How video feedback changes company culture

13:39 - The Role of AI: Turning hours of video into actionable insights

17:57 - Crawl, Walk, Run: How to start moving away from standard surveys

About Hark: Hark is a next-generation Voice of Customer platform that helps brands capture, analyze, and act on video and audio feedback.

Fran Brzyski on LinkedIn:   / fbrzyski  

If you're interested in this topi we have our AICX summit coming up check it out: https://getsignals.ai/events/aicx