The Value of VoE Goes Beyond Helping Your Customers, It Helps Your Organization, Too

By Jane-Anne Mennella | December 14, 2017

Most organizations recognize the value, necessity and benefits that the Voice of the Customer (VoC) plays in building a positive customer experience and overall success. Departments, processes, programs and metrics are organized around it. However, many of these same companies…


Personas: A Lifestyle Change for a Healthier CX

By Jane-Anne Mennella | March 17, 2017

It occurred to me last night that, if Customer Experience was a human body, personas would be healthy eating. Just like we know we should have and need personas, we all know we should and need to eat healthy. But…