Sign In
Register

Request to partner

Request an invite

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Spencer
Dent
Co-founder
Clozd
Spencer has extensive experience helping companies grow their revenues through global expansion, product line extension, and operational efficiency. He is the co-founder of Clozd, a premium win-loss services provider. Prior to Clozd, Spencer worked at Qualtrics where he was instrumental in defining its growth strategy and scaling global sales and marketing operations. Before Qualtrics, Spencer worked at Bain & Company, where he led projects that spanned Bain’s strategy, salesforce effectiveness, go-to-market, customer experience, and performance improvement practices. Spencer holds an MBA from Duke University’s Fuqua School of Business and a bachelor’s degree in finance from Brigham Young University.
Button
02 December 2025 11:15 - 11:45
Using rich qualitative feedback to drive net retention
In this session, we’ll explore how organisations can leverage rich qualitative feedback - such as open-ended survey responses, customer interviews, and support interactions - to uncover the “why” behind customer behaviours and drive net retention. By combining sentiment analysis, thematic coding, and real customer narratives with quantitative metrics, teams can move beyond surface-level satisfaction scores to identify root causes of churn and expansion. Attendees will learn practical strategies for integrating qualitative insights into retention playbooks, prioritising improvements, and building a culture that continuously listens, learns, and acts on customer voice.