Fragmented feedback and missed signals: fixing the CS blindspot

Your CS team hears what customers need every day: on calls, in tickets, through surveys, and across Slack threads. That insight is spread across so many places that it rarely reaches a roadmap decision, and the request that gets acted on tends to belong to whoever pushed hardest.

In this live session with Dovetail, we’ll explore how CS teams can bring every customer signal into one place, spot the opportunities worth fighting for, and take them to Product with the evidence to back them up.

If you lead a CS team, this session will show you how to turn what your customers tell you into decisions Product acts on, and how to show those customers their feedback led somewhere.

What we’ll cover:

• One view of every customer signal: how to connect feedback from calls, tickets, surveys, and product data to account context, with AI agents flagging the moment an account needs your attention.
• Prioritizing what’s worth acting on: how to find the requests that carry the most value for an account, segment, or book of business, so the strongest case wins the roadmap conversation.
• Getting feedback to Product and closing the loop: how opportunities flow into roadmap prioritization, and how to go back to customers with proof their input shaped the product.

You’ll learn how to:

• Pull scattered feedback from your CRM, calls, tickets, surveys, and Slack into a full picture of every account.
• Spot churn risk while there’s still time to act on it.
• Identify the highest-value requests across your book of business and pressure-test them before you act.
• Build an evidence-backed case that earns CS a stronger voice in roadmap decisions.
• Automate the follow-through that protects retention and captures expansion opportunities.
• Close the loop with customers by showing how their feedback became real outcomes.

Your speakers

Travis Foulis, Lead Product Manager, Dovetail

Travis leads the parts of Dovetail that people use to collaborate every day, including Projects, Channels, Docs, and Dashboards. His work helps teams pull scattered customer feedback into one place and turn it into evidence-backed ideas.

As product development speeds up, Travis believes the real bottleneck has shifted to knowing what to build: understanding what customers are asking for and what will deliver the most value.

Haley Fiorentino, Senior CS Manager, Dovetail