A SEAT at THE TABLE: Conversations with Today's Top Industry Leaders

Why Retention is the Newest Tactic in Customer Acquisition

Rajiv Lamba · December 14, 2022

Entrepreneur · Artificial Intelligence · Leadershipin

Interview with Rajiv Lamba

Why Retention is the Newest Tactic in Customer Acquisition — Rajiv Lamba

Podcast: A SEAT at THE TABLE: Conversations with Today's Top Industry Leaders

December 14, 2022

Customer loyalty is something every company wants, but nowadays few are able to achieve. This leaves most companies spending more and more budget to acquire customers who quickly hop to the next brand or chase the newest offer. A big part of running a successful business is…

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Key topicsWhy Market Research Must Become an Always-On Experience PartnerQuarterly studies miss the moments that matter. Rajiv advocates for **research that’s continuous, automated, and embedded** – where AI handles data collection, routing, and analysis, so insights teams can focus on storytelling and strategic action. He shares how SurveySensum helps brands turn research from a cost center into a real-time growth partner. Why Emotion Data, Not Dashboards, Builds Customer-Centric CompaniesRajiv discusses how AI is enabling companies to **listen at scale while preserving human nuance**. Drawing on examples from clients like Mercedes, Allianz, and Indosat, he explains how real-time emotion and intent detection can turn feedback into foresight – helping brands act with empathy and precision. Why World-Class Tech Thrives in the Global SouthRajiv shares his experience building two global platforms from Asia – and how cultural empathy, speed, and adaptability give emerging-market founders a unique edge. He talks about **building for multilingual markets, patchy infrastructure, and diverse behaviors** – and why innovation often thrives where problems are raw and urgent. View all topics →

About Rajiv Lamba

Founder & CEO of NeuroSensum and SurveySensum, Bringing Neuroscience & AI Together to Redefine Customer Experience

500+ Companies globally40+ Countries served8M+ Surveys poweredFounder SurveySensum

Rajiv Lamba has spent his career reimagining how businesses listen to their customers. After leading Asia-Pacific growth for Kadence International and building deep expertise in consumer insights, he founded SurveySensum, an AI-powered customer feedback platform transforming how enterprises capture, analyze, and act on insights in real time.

He saw how traditional customer research – slow, expensive, and reliant on consultants – kept companies from responding to customer pain when it mattered most. By combining his background in consumer psychology with AI and automation, he built SurveySensum to turn raw feedback into immediate, actionable intelligence. The platform integrates seamlessly with CRMs and channels like WhatsApp, email, and in-app touchpoints – helping teams identify experience gaps, boost retention, and drive growth across every channel.

At the heart of Rajiv’s work is a simple belief: empathy, when made measurable, can transform how organizations operate. He sees technology not as a replacement for human understanding but as a bridge – helping businesses listen at scale without losing the emotional context that drives loyalty and trust.

Today, SurveySensum powers 300+ enterprises across 20+ countries in industries such as automotive, BFSI, telecom, FMCG, and retail. Rajiv leads teams across Southeast Asia, India, and the Middle East, known for blending scientific rigor, business pragmatism, and deep empathy in the evolving field of customer experience.

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About this episode

Customer loyalty is something every company wants, but nowadays few are able to achieve.

This leaves most companies spending more and more budget to acquire customers who quickly hop to the next brand or chase the newest offer.

A big part of running a successful business is being able to retain your existing customers, while continuing to attract new ones.

With customer acquisition costs across all channels at record highs, investing in retaining those customers you already have could be the smartest growth tactic a company could employ.

For many companiesthe question is how to do this effectively.

I’m Jane Singer and thank you for joining me here on A Seat at The Table where we support global business leaders in sharing ideas, innovations and best practices for running successful organizations.

Today we are joined byRajiv Lamba, Founder and CEO of Neurosensum & SurveySensum.

Rajiv is a seasoned market research expert whose clients include auto industry leaders Mercedes, BMW, Nissan and Honda, as well as insurance giants Allianz, Manulife and Apriea Healthcare, as well as other consumer goods brands.

In this podcast he talks about:

- The newest initiatives that market leaders are implementing to get better customer feedback.

- The advantage leading e-commerce platforms are gaining by moving their market research in-house.

- How companies are using real time customer survey data to help reduce churn rates and influence customer retention.

As most of business leaders know, staff retention can be just as challenging as these days as customer retention.

A big part of building and maintaining happy and productive teams is being able to find and recruit the best executives.

That’s why top corporations and even smaller enterprises rely on Asianet Consultants to help them fill key positions.

Since 1988 Asianet has been working in partnership with its global clients to help them make the right strategic hires. They have a well-earned reputation for being able to fill even those difficult to fill positions.

So if you need to recruit new talent - or think that you might be doing that soon, head on over to their website asianetconsultants.com

USEFUL LINKS

Asianet Consultants: https://asianetconsultants.com

Rajiv Lamba: https://www.linkedin.com/in/rajiv-lamba/

Surveysensum: https://www.surveysensum.com/

Visit A Seat at The Table's website at https://seat.fm

Guest: Rajiv Lamba