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Welcome to Discover Fresh Perspectives! In this episode, host David Gouthro sits down with Eli Portnoy, a passionate advocate for elevating the customer experience, especially in the B2B world. Eli shares his philosophy on why many companies only pay lip service to listening to customers—and what it really takes to capture feedback in a way that drives meaningful change.

From the pitfalls of traditional surveys and the common blind spots in executive thinking, to the transformative power of AI in collecting and acting on customer insights, Eli offers both candid critiques and innovative solutions. He introduces backengine, a tech company he co-founded, which is on a mission to create high-velocity customer feedback loops—helping organizations truly hear and respond to their customers in real time.

Whether you’re a leader thinking you already know what your customers want, or you’re eager to harness AI for better customer engagement, this episode is packed with actionable wisdom and fresh perspectives you won’t want to miss.

About Eli . . .

Eli Portnoy is known for his deep passion and innovative approach to customer experience. While many professionals acknowledge the importance of customer feedback, Eli stands out by taking it to a higher level—pairing thoughtful philosophies with practical tools to ensure organizations gain real value from every customer interaction.

He believes in going beyond lip service, championing meaningful strategies that truly enhance customer experiences and drive organizational success. Eli's commitment to this work means that anyone ready to transform their approach to customer feedback will find inspiration and guidance in his methods.

Resources:

• Website: https://www.backengine.com
• Customer Feedback Benchmark Study: https://www.backengine.com/feedback

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You can connect with David Gouthro at:

• Website:https://davidgouthro.com/ (where you can also subscribe to my Blog)
• LinkedIn: https://www.linkedin.com/in/davidgouthro/

NOTE: If you wish to join in the podcast fun, please click here to book your own episode with me: https://calendly.com/gouthro/podcast-pals!