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

You’re sending out surveys. CSAT scores are coming in. Maybe you even have a dashboard tracking trends. But here’s the real question: Has any of it actually changed how your team works?

For many IT and support teams, the answer is no. Feedback gets collected, maybe reviewed—but rarely acted on. Meanwhile, users are still frustrated, SLAs look fine on paper, and surprise escalations keep cropping up.

The problem? Most teams are measuring satisfaction, but not using it to drive change.

We’re hosting a live webinar on how to fix that—with practical steps for turning feedback into action (no new tools needed).

Who is this for?

IT and support leaders, service managers, and CX strategists who want to shift from reacting to issues to preventing them in the first place.
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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 just triage—not strategy.

CSAT scores shouldn’t just sit in a spreadsheet. They should influence how teams prioritize work, improve processes, and deliver better experiences. Think of feedback not as a thermometer (just measuring heat), but as a thermostat—something that helps you adjust and improve.

That’s what we’ll dig into.

What you’ll walk away with

This session is for leaders who want to do more than measure satisfaction—they want to act on it.

You’ll learn:

• Why CSAT is a lever for change, not just a KPI
  
• How the Cobwheel Framework can create consistent follow-through
  
• How to identify and fix “invisible escalations” before they spiral
  
• How SysAid’s support team drove improvements without switching platforms
  
• Where you sit on the CX maturity curve (with live polls and assessments)
  

This isn’t a product pitch. No demos, no walkthroughs—just proven tactics from teams who’ve done the work.

Ready to build a CX program that actually works?

If you’re leading IT or support and want feedback to shape—not just reflect—your team’s performance, this webinar is for you.

Register now for the July 22 webinar
Let’s make satisfaction something your team can act on. And turn all that feedback into fuel for better service.