UPS's Carlos Lopez-Mora on digesting 300 pages of customer feedback in minutes with AI
Customer experience gets dismissed as a feelings business. Carlos Lopez-Mora treats it as an engineering problem, using data to tie sentiment to revenue, profit, and churn. For executive buy-in, his rule is simple. If a CX project is not linked to ROI, leadership will not fund it.
As Customer Experience Design and Execution Strategist at UPS, Carlos shows Rob how LLMs compress 300 pages of comments into specific categories in minutes, why NPS is only a directional metric, and why customer-centric culture must exist before insights get acted on.
Topics discussed:
- Bringing an engineering…
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