{"podcast":{"title":"KaiNexus: Continuous Improvement, Leadership, and More","slug":"kainexus-continuous-improvement-leadership-and-more-4169","podcast_index_feed_id":4169,"rss_url":"https://anchor.fm/s/af4aa24/podcast/rss","website_url":"https://www.kainexus.com","image_url":"https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_nologo/1738065/1738065-1668561570932-420f1d641459e.jpg","author":"KaiNexus","episode_count":487,"summary":"We deliver practical insights and real-world strategies for Lean, Six Sigma, and Operational Excellence. Through lessons from KaiNexus webinars and conversations with customers, improvement leaders, and team members, each episode explores what it takes to build a resilient culture of Continuous Improvement. Learn how organizations engage employees, strengthen problem-solving capability, and sustain meaningful operational results across industries. Whether you're new to CI or leading major transformation, this podcast offers tools and perspectives you can put to work immediately.","last_synced_at":"2026-06-19T08:21:03.872324+00:00","page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169"},"episode":{"title":"[Webinar] Beyond the Voice of the Customer: Richer Signals for Continuous Improvement","slug":"webinar-beyond-the-voice-of-the-customer-richer-signals-for-continuous-improvement","published_at":"2026-06-18T19:39:06+00:00","page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169/webinar-beyond-the-voice-of-the-customer-richer-signals-for-continuous-improvement","show_page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169","url":"https://podcasters.spotify.com/pod/show/kainexus/episodes/Webinar-Beyond-the-Voice-of-the-Customer-Richer-Signals-for-Continuous-Improvement-e3kvr85","audio_url":"https://anchor.fm/s/af4aa24/podcast/play/121678533/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-18%2F76042855-fc0b-8d43-875d-b60d13d53cf1.mp3","summary":"Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience those same breakdowns as uncertainty, frustration, effort, and broken trust. Slides, the resource list, and the full recording are on the episode page: https://www.kainexus.com/customer-signals-continuous-improvement-webinar This episode is the audio from a recent session of the KaiNexus Continuous Improvement Webinar Series. Annette Behrensmeyer and Volker Probst of Resonance Growth Partners make the case for a second lens on improvement work: the customer signals already hiding inside your operational data. Repeat contacts, transfers, escalations, and frontline observations almost always show up before a survey score moves or a complaint lands. This isn't about replacing voice of the customer or launching another program. It's about enriching the signals you already use to decide what to work on next. In this conversation: Why solicited feedback (surveys, interviews) arrives late and carries an effort tax, and where unsolicited signals fill the gap A three-step approach to connect customer signals to your improvement system, plus a simple way to weigh customer value against business value How a 32-bed med-surg unit turned its daily huddle into a 15-minute patient signal huddle and compressed a 60-to-90-day feedback loop into days How a med tech company cut call volume by 30%+, saved over $10M in shipping cost, and recovered $20M+ in annual recurring revenue by making an opaque process visible Four things any CI leader can start on this week About the guests Annette Behrensmeyer and Volker Probst are managing partners at Resonance Growth Partners, where they help organizations connect customer understanding, employee…","meta_description":"Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience…","key_points":[],"chapters":[],"topics":[],"duration_seconds":3281,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/kainexus-continuous-improvement-leadership-and-more-4169/episodes/webinar-beyond-the-voice-of-the-customer-richer-signals-for-continuous-improvement/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169/webinar-beyond-the-voice-of-the-customer-richer-signals-for-continuous-improvement.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}