webinar
Beyond CSAT
How Sentiment Unlocks the Customer Experience Beneath the Metrics
Thursday, January 22nd at 11 am PT/2pm ET
Zoom
CSAT tells you what customers rate—but rarely why. When leaders rely only on traditional metrics, they risk missing early signs of dissatisfaction, confusion, or unmet expectations. These gaps aren’t caused by a lack of care—they come from limited visibility into how customers actually feel during real interactions.
Join MaestroQA’s Alex Douglas and Evolution Coach (nams) for a practical workshop on how CX, VoC, and Support leaders use sentiment to see what CSAT can’t. You’ll learn how conversation sentiment reveals emerging needs, hidden friction, and experience gaps—giving teams clearer, earlier insight into what truly drives satisfaction and loyalty.
What You’ll Learn
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Spot Early Sentiment Shifts:
Identify subtle changes in tone and language that signal emerging risk or opportunity before metrics change.
Interpret What Customers Are Really Experiencing:
Understand what sentiment reveals beneath scores and surveys—so leaders can prioritize action with confidence.
Turn Sentiment into Action at Scale:
Use conversation insights to surface patterns and guide smarter CX decisions.
Speakers
Courtney Orsinelli
Executive Coach, Evolution
Courtney is a trusted coach who helps leaders build world-enriching companies. She specializes in leadership development, culture building, and strategy design, drawing from her own evolution as a founder, executive, advisor, and investor. Her clients include Disney, Dropbox, Microsoft, Tinder, and TechStars.
Alex Douglas
Customer Success Manager, MaestroQA
Alex is a Customer Success Manager for MaestroQA. He provides strategic recommendations and guidance to customers on coaching and quality best practices.