Listen!

Listen isn’t passive collection. It’s a regulating, dynamic cycle: listening, understanding, prioritizing, and acting — timely, consciously, and with maximum impact.

From a business perspective, Listen is the unvarnished corrective: customer proximity as the ultimate reality check. The best KPIs aren’t invented internally — they reflect how our customers and the market perceive us. Listen creates this perspective – company-wide and end-to-end. It helps us escape internal tunnel vision and measure what truly matters.

And we don’t just measure — we act! A KPI alone is meaningless if we don’t know what action it should trigger, whether in a positive or negative case. Listen ensures that feedback is instantly translated into concrete steps – at the push of a button. Whether it’s preventing churn, unlocking revenue potential, or reducing service costs, every KPI leads to targeted action. This can happen individually for a customer like Lena, as input for AI agents, or organizationally through team, process, or product improvements.

In this way, Listen becomes a strategic management instrument. It connects the voice of the market and the customer with internal processes, makes success measurable, and builds the foundation for sound decisions – across the entire organization.