What if your customers are telling you exactly how to improve your business... and you've never heard a word of it?
In this episode of Creating Superfans, Brittany sits down with Kevin Farley, Chief Customer Officer at InStore AI, a company that helps convenience store retailers understand what customers and employees are really saying during in-store conversations. By using AI to analyze millions of real-world interactions at the point of sale, InStore AI uncovers insights that help retailers improve customer experience, coach employees, and make smarter business decisions.
Together, they explore why the most valuable customer feedback often isn't found in surveys, how AI can reveal hidden opportunities inside everyday conversations, and why the future of customer experience isn't about removing human interaction—it's about making it more meaningful.
You'll learn:
Why neutral customer interactions are more dangerous than many leaders realize
How AI is uncovering customer insights that traditional surveys never could
Why employee friction is often the hidden cause of customer friction
How leading retailers are using conversation data to coach—not police—their frontline teams
Why the best customer experience strategies still depend on human connection
How retailers can identify unmet customer needs before they show up in sales reports
Why listening at the point of purchase can transform merchandising, operations, and employee engagement
Kevin's prediction for how AI will reshape retail over the next five years
Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy.
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