From feedback to fuel: building a real CX program in IT

You’ve launched the surveys. You’re tracking satisfaction scores. Maybe you even have a nice dashboard showing trends. But has any of it actually changed how your team works? For a lot of IT and support teams, the answer is no. Feedback gets collected… and then just sort of sits there. Meanwhile, end users are still frustrated, SLAs look fine on paper, and escalations keep popping up out of nowhere. The disconnect? Most teams are measuring satisfaction—but not doing anything with it. It’s time to fix that. We’re hosting a live webinar that shows how to turn feedback into real results, with proven steps you can take (and no new tools required).

Who is this for?

This session is built for IT and support leaders, service managers, and CX strategists who want to stop reacting to user pain and start preventing it.
July 22 10:00 AM EDT | 2:00 PM GMT | 5:00 PM IL
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Why this webinar matters

Most feedback programs are reactive. Something breaks, someone complains, and maybe it gets logged. But that’s not enough—not if you’re aiming for a truly responsive service experience.

Satisfaction scores should be more than numbers. They should shape how your team works, how issues are prioritized, and how improvement becomes part of the day-to-day. Too often, feedback is treated like a thermometer. It tells you something’s wrong, but doesn’t help you fix it. Mature teams treat it like a thermostat: built to respond.

That’s what we’ll unpack in the session.

Introducing the Cobwheel: Your CX operating system

We’ll break down the Cobwheel Framework—a 4-part model that transforms passive feedback into proactive momentum:

• Listen — Collect feedback at the right moment, not just the end of a quarter
  
• Act — Route and respond within 24–48 hours
  
• Validate — Check that the fix worked and the customer felt it
  
• Elevate — Feed insights back into onboarding, training, and product
  

This isn’t theory, it’s how our team reduced detractors by over 80%.

Where are you on the CX maturity curve?

Most teams think they’re measuring CX—but they’re really just sending surveys.
We’ll walk you through the Customer Experience Maturity Curve, from no awareness, to survey-based feedback, to fully embedded, journey-driven systems.
Spoiler: Where you land on that curve determines whether satisfaction drives change—or just collects dust.

What you’ll get from the session

This session is built for IT and support leaders who are tired of collecting feedback that leads nowhere.

We’ll cover:

• Why CSAT is a strategic lever—not just a health check
  
• The Cobwheel Framework to turn feedback into consistent action
  
• How to spot and prevent “invisible escalations”—the ones no one logs but everyone feels
  
• Real-life example: how SysAid’s support team improved satisfaction without changing platforms
  

• Interactive polls and self-assessment to help you benchmark your own CX maturity.
  

This isn’t a pitch. It’s a playbook.

You’ll leave with a roadmap you can act on immediately, even if you’re not a SysAid customer.There are no product demos or feature walkthroughs. Just practical advice from people who’ve been there.

If you’re leading IT or support, and you’re looking to build a culture where feedback drives decisions—not just reports—this one’s for you.

Register now for the July 22 webinar
Let’s make satisfaction something your team can actually act on. And if you’re tired of seeing CSAT scores that don’t actually spark change, this is your turning point.