Transformation Heroes #5 - What Customer Tickets Reveal: Transformation Insights You Need 🇬🇧

What Your Support Tickets Are Really Telling You

Why buried feedback might be your most valuable asset

Customer support tickets are often treated as operational noise — something to resolve, close, and move on from. But what if they held the clearest signal about your customer experience?

This episode explores the untapped strategic value of ticket data. It’s not just about tracking agent performance or response time. It’s about listening — at scale — to real, unsolicited customer pain points. And it’s about acting on them before they become churn, reputational damage, or missed product opportunities.

You’ll learn why tickets are more than isolated complaints. They’re often the most honest, raw, and detailed insights your customers are willing to give. And the best part? You already have them. No need to send a new survey or run another workshop.

The conversation goes further — from how AI and NLP can help teams make sense of thousands of support conversations, to how to tie emerging issues directly to business metrics like churn or LTV. There’s also a sharp look at what it takes to turn fragmented, reactive support data into a unified, proactive CX intelligence engine.

If you’ve ever thought “we don’t have enough feedback” — this episode might change your mind.
Everything you need is already there. You just have to learn how to read it.