Conversations with customers have always been a critical source of insight. But until recently, most of that knowledge was trapped—unstructured, unanalyzed, and underutilized.

In this episode, Chano Fernandez, former CEO of Workday and current co-CEO of Eightfold, and Vasu Prathipati, CEO of MaestroQA, have a candid conversation about how modern leaders are leveraging conversation data to gain a strategic advantage.

Today, customer calls, chats, and messages are recorded more than ever. And now we have the AI tools to unlock what’s inside. The question is: are we actually using it?

Chano will share how his approach to understanding customers evolved across leadership roles at Infor, SAP, Workday, and now Eightfold. He'll also explain why tapping into the voice of the customer at scale is becoming a leadership imperative.