Alicia Skubick on Building a Customer-Obsessed Culture at Trustpilot

Trust is built one voice at a time, and every review tells a story that shapes better products. In a world where customer expectations move fast, listening deeply is no longer optional; it’s a competitive edge!

In this conversation, we speak with Alicia Skubick, Chief Customer Officer at Trustpilot, about how companies can build strong customer experiences based on trust and real feedback. Alicia shares her journey through marketing and technology roles and explains how Trustpilot puts the customer at the center of everything it does. She discusses how teams use customer reviews to learn, improve products, and build empathy inside the company. The conversation also explores trust, transparency, and how AI is changing customer experience.

Highlights

[05:22] Internal Customer Experience at Trustpilot

[09:14] Role of Chief Customer Officer vs. Traditional Roles

[11:20] Building a Customer-Obsessed Culture

[15:15] Trust and Transparency at Trustpilot

[18:48] Metrics for Trust and Integrity

[20:45] Who’s Missing from Review Data?

[23:32] What Happens When Users Push Back?

[27:27] Customer Data and Insights

[29:43] AI: Threat or Opportunity in CX?

Connect with Alicia:

LinkedIn: linkedin.com/in/aliciaskubick/

Website: trustpilot.com/