Author: Pengxiang Zhang

During the past decade, companies have invested heavily in becoming customer centric. Digital platforms now generate continuous streams of reviews, feature requests, support conversations, and community discussions that firms use to identify new ideas, prioritize product changes, and guide the timing of innovation. AI-powered analytics and translation tools allow companies to process feedback from customers around the world at unprecedented scale. Most customer-listening systems today focus on two familiar signals—what customers want, and how they feel—but they often miss a third signal: when customers expect the company to act. That signal, which we call temporal urgency, is most commonly embedded…