webinar
Beyond CSAT
How Sentiment Unlocks the Customer Experience Beneath the Metrics
Available Now
On-Demand
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 Samara Zelniker—who has worked with leading brands like HBO, Meta, Apple, and Soho House— 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
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Samara Zelniker
Executive Coach, Evolution
Samara Zelniker is an executive coach and facilitator who supports senior leaders, founders, and high-growth teams in navigating complexity with clarity, depth, and grounded presence. Samara specializes in working with executives at key transitions—whether it’s navigating cofounder dynamics, managing burnout, making a career shift, or scaling into greater responsibility. She’s trusted by companies like HBO, Meta, Apple, and Soho House. Her work is particularly valued for helping leaders cultivate balance, sharpen presence, and lead with integrity in high-stakes environments.
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.