What does it take to turn millions of customer interactions into meaningful relationships instead of missed opportunities?

In this episode, recorded live at the Qualtrics X4 Summit, I sit down with James Bauman, Senior Director and Head of Experience, Analytics, and Insights at TruGreen. James leads customer experience, analytics, and retention strategy across a business that manages around 60 million customer touchpoints every year, giving him a front row seat to the challenges and opportunities that come with operating at that scale.

At the heart of our conversation is a challenge James describes as the "leaky bucket." TruGreen was investing heavily in acquiring customers, but too many were leaving because of inconsistent experiences and missed opportunities to respond at the right moment. The focus became understanding what custome ...