The next chapter for rich customer feedback: Clozd’s evolved platform and AI interviewer

At Clozd, our mission has always been simple but ambitious: to help companies understand why they win and why they lose. That work has taken us deep into the world of win-loss analysis—and along the way, it’s revealed a larger truth.

Teams don’t just need answers right after the deal is done. They need insights at every stage of the customer journey—when onboarding new users, when their customers experience friction, when a renewal is on the line, or when entering a new market. 

Those are the moments where better listening drives better outcomes.

This week, we’re proud to share how Clozd is evolving to meet that need:

• The launch of the evolved Clozd Platform, purpose-built to deliver continuous customer insights.
  
• The debut of Clozd’s AI Interviewer, a breakthrough capability that brings human-quality research to scale.
  

Together, these innovations open the door to a richer, more strategic way of listening to your customers.

Going beyond win-loss analysis

When Clozd started, our focus was narrow but critical. We wanted to help companies capture the real reasons behind their wins and losses. Interviews—not surveys—were the key. They provided context, credibility, and candor that checkbox responses simply couldn’t deliver.

Over time, our customers began to expand the horizons of Clozd’s solutions. They started running mid-POC feedback to test differentiation, pre-renewal check-ins to flag retention risks, and early market validation to shape positioning. In short, they were “jailbreaking” Clozd—adapting the platform to any moment where rich, conversational feedback could change the outcome.

One example is Reputation, which helps businesses manage and improve their online presence. Despite a robust health scoring process, they often faced surprise churn—marking accounts green while customers were actually preparing to leave. Their internal view didn’t always match their customers' reality. 

Clozd stepped in as an independent voice, conducting midpoint interviews that revealed true customer sentiment and uncovered risks hidden behind “green” scores. Using these insights, Reputation was able to recalibrate their health scoring, identify churn risks earlier, and build stronger renewal strategies—ultimately protecting revenue and strengthening customer relationships.

This type of creativity showed us the future. Insights at the edges are powerful, but insights woven through the entire customer journey are transformative.

Introducing the evolved Clozd Platform

The evolved Clozd Platform is built for that broader vision. It still supports traditional win-loss programs—but it also extends naturally into other research initiatives:

• Post-implementation feedback to identify onboarding gaps and product friction.
  
• CX check-ins that go deeper than NPS to uncover what’s working and what’s not.
  
• Renewal programs that proactively engage at-risk accounts before churn becomes inevitable.

And the platform isn’t limited to these use cases. Whether it’s product research, market validation, or global trend testing, Clozd adapts to the questions your business needs to answer.

To make this possible, we’ve rebuilt key elements of the platform:

• Custom labels let you tailor the system to your team’s language and process.
  
• Re-architected Workflows makes it easy to launch research at any moment that matters, not just after deals close.
  
• Multi-program management allows you to run several initiatives side by side—all from one unified workspace.

The result is a flexible, repeatable system for capturing candid customer feedback—optimized for the speed and complexity of modern go-to-market teams.

Meet the Clozd AI Interviewer

The Clozd AI Interviewer is purpose-built to deliver the best of both worlds: human-quality depth and scalable insights.

It’s not a chatbot. It’s not a survey add-on. It’s an intelligent, adaptive interviewer embedded directly into Flex Interviews.

Here’s how the Clozd AI Interviewer works:

• It listens closely to each response.
  
• It asks smart, relevant follow-ups in real time.
  
• It adapts its tone and questions to the goals and context you set.
  
• You’re in full control—deciding which questions allow follow-ups, how many, and what areas to focus on.

Think of it as training a Clozd consultant to run your interviews—guided by your strategy, powered by AI, and shaped by the results of more than 50,000 live interviews.

And one more thing: The AI Interviewer comes standard with every Flex Interview program. No extra licenses. No hidden fees.

As part of making Flex Interviews even more powerful, we’ve also added Self-Serve Flex Interviews—giving teams the ability to create and customize their own asynchronous interviews directly within the platform. It’s a faster, more flexible way to launch programs without relying on third-party tools, all while maintaining a seamless participant experience.

Together, these updates make Flex Interviews the most dynamic way to capture candid feedback—on your terms, and at scale.

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What this means for you

With the evolved Clozd Platform and the new Clozd AI Interviewer capabilities, you can:

• Capture feedback at every stage of the customer journey
  
• Collect deeper insights without sacrificing speed or scale
  
• Empower your team to act earlier, adapt faster, and make more confident decisions

This isn’t just the next chapter for Clozd—i’s the next chapter for customer insights.

See what’s new

We’re excited for you to experience these innovations firsthand.

👉 Request a demo of the evolved Clozd Platform and Clozd AI Interviewer

The future of customer listening is rich, real, and ready to scale—and we’re just getting started.

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