Fran Brzyski
Founder & CEO
Stop sending surveys. Start sending Hark.
May 7, 2026
Next up in our Founding Members Spotlight series: Lauren Schorr, Director of CX at Nestig.
Lauren came to us knowing exactly what she needed. She described a tool she'd been looking for — and literally described Hark’s evolution into insights, which we'd launched weeks earlier. That moment said a lot about how she thinks: not in vague pain points, but in precise problems and what it would actually take to solve them.
Her path to CX wasn't linear. She started in hospitality, originally pursued acting, and stumbled into customer experience. She stayed because she loved the human side of it: solving problems, creating memorable moments, being the person who actually fixes things.
At Nestig, she was the first CX hire and built the function from scratch. From day one, her obsession wasn't response times — it was making sure what customers were saying actually went somewhere.
Lauren's belief is simple: customers are already telling you what's broken.
The problem isn't a lack of feedback, it's that most teams are set up to receive anecdotes, not patterns. Her focus is building the listening infrastructure to make those patterns unavoidable.
Here's how she does it:
She tracks mood by moment, not by month.
Most teams have a sentiment score. Lauren has a sentiment map.
When Lauren noticed customers were reacting differently depending on what went wrong, she didn't just flag it. Her team ran a long-term tracking project breaking down customer sentiment by issue type — how upset or understanding customers were at each specific friction point across the journey.
Not one aggregate score. A breakdown by moment.
The output told her exactly where trust was most fragile, where friction was highest, and where the team's energy actually needed to go.
She reads the conversation, not just the complaint.
Most CX teams treat a closed ticket as a win. Lauren starts with the question behind it: what expectation wasn't met, where it got set wrong, and how far back the problem actually started. Because if you're only fixing what the customer described, you're going to be fixing it again next week.
For a brand like Nestig, where parents are making emotional, high-consideration purchases, a support ticket is rarely just a support ticket. It's a signal that something broke down earlier in the journey. Lauren digs into the conversation to find where — so the fix isn't just resolving the outcome for one customer, but removing the friction point for everyone who comes after them.
She built the infrastructure so insights didn't depend on her.
Part of why patterns get lost is that the insight stays with the person who noticed it. Lauren built it out in Notion — product details, troubleshooting guides, mock customer scenarios, onboarding materials — so the people closest to customers knew what they were looking at, not just how to respond to it.
The goal wasn't documentation for its own sake. It was a team that didn't need to run everything through Lauren to know what mattered.
This is what it looks like to treat Voice of Customer as an operating system, not a support function.
Lauren came to us describing a tool she needed, and unknowingly described exactly what we'd just built. That serendipity wasn't an accident. It's what happens when someone is thinking about these problems at a level most people aren't.
Lauren, you were one of the first to really get it. Thank you.
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