{"id":28545,"date":"2026-05-05T14:47:25","date_gmt":"2026-05-05T18:47:25","guid":{"rendered":"https:\/\/leger360.com\/?p=28545"},"modified":"2026-05-05T15:30:37","modified_gmt":"2026-05-05T19:30:37","slug":"pollster-polled-arlen-dawlatian-us","status":"publish","type":"post","link":"https:\/\/leger360.com\/en\/pollster-polled-arlen-dawlatian-us\/","title":{"rendered":"Pollster Polled: Arlen Dawlatian"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;0px||||false|false&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;]<\/p>\n<p data-start=\"0\" data-end=\"43\">What if, for once, we reversed the roles?<\/p>\n<p data-start=\"45\" data-end=\"281\">At Leger, we are used to asking questions, analyzing answers, and uncovering insights that drive decisions. With<span>\u00a0<\/span><em data-start=\"171\" data-end=\"192\">The Pollster Polled<\/em>, we shift perspectives: we give the floor to those who are usually behind the surveys.<\/p>\n<section class=\"text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&amp;:has([data-writing-block])&gt;*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" dir=\"auto\" data-turn-id=\"request-69826cbc-cb04-833d-8175-b66559c53517-0\" data-testid=\"conversation-turn-744\" data-scroll-anchor=\"false\" data-turn=\"assistant\">\n<div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm\/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg\/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)\">\n<div class=\"[--thread-content-max-width:40rem] @w-lg\/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group\/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"flex max-w-full flex-col gap-4 grow\">\n<div data-message-author-role=\"assistant\" data-message-id=\"9fa8ec1f-e76c-49c1-900c-ed0145b8e850\" data-turn-start-message=\"true\" dir=\"auto\" data-message-model-slug=\"gpt-5-3\" class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&amp;]:mt-1\" tabindex=\"0\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden\">\n<div class=\"markdown prose dark:prose-invert w-full wrap-break-word light markdown-new-styling\">\n<p data-start=\"53\" data-end=\"400\" data-is-last-node=\"\" data-is-only-node=\"\">Arlen Dawlatian joined Leger in 2014 as part of the operations team, where he played a key role in modernizing and positioning this function at the forefront of the industry. As Vice-President, Solutions and Implementation Services, he leads Leger\u2019s CX activities, including the design, deployment, and management of customer experience solutions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"z-0 flex min-h-[46px] justify-start\"><\/div>\n<div class=\"mt-3 w-full empty:hidden\">\n<div class=\"text-center\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<p>[\/et_pb_text][et_pb_heading title=&#8221;As Artificial Intelligence Continues to Evolve, What Does the Future Hold for Market Research and Polling? &#8221; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; title_level=&#8221;h2&#8243; custom_padding=&#8221;15px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_heading][et_pb_text _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span data-contrast=\"auto\">Artificial intelligence is fundamentally reshaping market research, and at this point,\u00a0<strong>leveraging\u00a0it is no longer a differentiator, it is table stakes<\/strong>.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI is rapidly standardizing key aspects of the industry. Speed can be matched. Costs can be\u00a0optimized. Even access to tools and capabilities is becoming more uniform. As a result, competitive advantage is shifting away from automation itself.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">The real opportunity lies in how AI is applied.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At Leger, we see the greatest impact in the ability to unlock deeper, faster insights from increasingly complex data environments, particularly unstructured data. Through omni channel listening programs, <strong>we capture customer verbatims alongside behavioral signals<\/strong> across the full journey. This data has always held significant value but was historically underutilized due to the effort\u00a0required\u00a0to analyze it at scale.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI changes that. It allows us to systematically extract meaning, detect patterns, and surface signals that would otherwise remain hidden.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">From a <a href=\"https:\/\/leger360.com\/the-customer-journey-as-we-know-it-no-longer-exists\/\">CX perspective, this is critical<\/a>. Understanding what customers are saying is no longer enough. Organizations need to understand why experiences are breaking down, where to act, and how to prioritize.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\"><strong>That is where human\u00a0expertise\u00a0remains\u00a0essential<\/strong>. The design of the program, the framing of the problem, and the translation of insight into action all require context and judgment. AI accelerates the process, but it is the combination of technology and human insight that drives real impact.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Looking ahead, the firms that will lead are not those that simply adopt AI, but those that integrate it thoughtfully into how they generate, interpret, and activate insights.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>[\/et_pb_text][et_pb_heading title=&#8221;What Are You Most Proud of? &#8221; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; title_level=&#8221;h2&#8243; custom_padding=&#8221;15px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_heading][et_pb_text _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span data-contrast=\"auto\">This is\u00a0a difficult question\u00a0because there is no single answer. What stands out most to me comes down to two things.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">First\u00a0is\u00a0the people. <strong>The human side of Leger has always been at the core of who we are<\/strong>. We started as a family business and have grown into the largest Canadian owned market research firm, but that foundation has never changed. There is a genuine focus on surrounding ourselves with talented, thoughtful people and creating an environment where they can do their best work. That consistency is something I am incredibly proud of.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The second is <strong>how we are approaching the evolution of our industry, particularly with AI<\/strong>. While many organizations are focused primarily on efficiency and cost savings, Leger has taken a different approach. We actively encourage our teams to learn, experiment, and integrate AI into their\u00a0day-to-day\u00a0work in a way that enhances their capabilities.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For me, these two things are\u00a0closely connected. <strong>Investing in people and giving them the tools to evolve<\/strong> is what allows us to continue growing without losing what makes us strong. It is how we build not just a more efficient organization, but a more capable and future ready one.<\/span><\/p>\n<p>[\/et_pb_text][et_pb_heading title=&#8221;How Does Leger Help Its Clients Translate Insights Into action? &#8221; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; title_level=&#8221;h2&#8243; custom_padding=&#8221;15px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_heading][et_pb_text _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span data-contrast=\"auto\">At Leger, we see insights\u00a0as a means to\u00a0an outcome, not an output. A report or dashboard has value, but action only happens when insights are connected to how an organization\u00a0actually operates.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We start by grounding insights in context. That means understanding our clients\u2019 business model, their operational constraints, and how decisions get made across teams. This allows us to frame findings in a way that is\u00a0immediately\u00a0relevant to the people who need to act on them.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">From a CX perspective, <strong>our role is to connect listening with execution<\/strong>. We design programs that bring together customer feedback and operational data, so organizations can see not only what customers are saying, but also where and why issues are occurring across the journey.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We also focus on activation. That includes<strong> aligning stakeholders around clear priorities<\/strong>, translating insights into specific actions at the team level, and embedding those actions into existing workflows. Whether it is front line improvements or strategic initiatives, the goal is always the same: <strong>make insights usable, actionable, and tied to measurable impact<\/strong>.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Ultimately, impact\u00a0comes from consistency. By combining strong listening programs, deep client understanding, and a clear path to action, we help organizations move from insight to sustained improvement in the customer experience.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What if, for once, we reversed the roles? At Leger, we are used to asking questions, analyzing answers, and uncovering insights that drive decisions. With\u00a0The Pollster Polled, we shift perspectives: we give the floor to those who are usually behind the surveys. Arlen Dawlatian joined Leger in 2014 as part of the operations team, where he played a key role in modernizing and positioning this function at the forefront of the industry. As Vice-President, Solutions and Implementation Services, he leads Leger\u2019s CX activities, including the design, deployment, and management of customer experience solutions. Artificial intelligence is fundamentally reshaping market research, and at this point,\u00a0leveraging\u00a0it is no longer a differentiator, it is table stakes.\u00a0 AI is rapidly standardizing key aspects of the industry. Speed can be matched. Costs can be\u00a0optimized. Even access to tools and capabilities is becoming more uniform. As a result, competitive advantage is shifting away from automation itself.\u00a0 \u00a0The real opportunity lies in how AI is applied.\u00a0 At Leger, we see the greatest impact in the ability to unlock deeper, faster insights from increasingly complex data environments, particularly unstructured data. Through omni channel listening programs, we capture customer verbatims alongside behavioral signals across the full journey. This data [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":28534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[412,412,34],"tags":[],"post_language_cat":[38],"class_list":{"0":"post-28545","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","6":"hentry","7":"category-in-the-news","9":"category-market-intelligence","10":"post_language_cat-us-en-market-intelligence"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Ask a Pollster\u2503Arlen Dawlatian<\/title>\n<meta name=\"description\" content=\"At Leger, we typically ask the questions that uncover insight and guide decisions. 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