Conversation Lab: Conversation Debt Exploration S1E3

Most product teams believe they understand their customers. They have NPS scores, research decks, and Slack channels full of feedback snippets. What they often don't have is an actual conversation.

In this Exploration episode, I dig into Conversation Debt: the accumulated cost of conversations that never happened. We cover what real customer conversation actually is, how debt accumulates through layers of secondhand insight, and why AI tools are making this problem faster and harder to see at the same time.

One stat that tends to land hard: 80% of executives believe their company delivers a superior customer experience. 8%of customers agree.

That gap has a name. And it's fixable.

Take the free Conversation Debt Assessment at jakemckee.com/compass.