Jane-Anne Mennella

Jane-Anne Mennella

VP Analyst
Jane-Anne Mennella analyzes user research, testing and optimization, usability and CX for marketing leaders. Ms. Mennella's areas of focus include testing and optimization strategies, qualitative customer insight, user research methodologies,Customer Experience, becoming customer-centric and (UX) usability. She helps clients understand and utilize best practices for gaining insight into their customers, building test and learn cultures, and optimize their online experiences.
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Monday, 18 May, 2020 / 03:15 PM - 04:15 PM BST
Roundtable: Obtaining Insights for Your Personas and Journey Maps

Personas and journey maps are essential for successful CX programs but securing the right insights from customers can be difficult for companies. In this session, you will share and learn from your peers what processes, methodologies and resources are used to collect the actionable insights needed to inform these valuable assets.

Tuesday, 19 May, 2020 / 12:00 PM - 12:30 PM BST
The Power of Customer Empathy: A Soft Skill With a Hard Impact to Your Bottom Line

Customer empathy, once thought of as a skill for customer care reps and designers and taught in leadership courses, has become a necessity for all business employees and experiences . Empathetic companies outperform their peers, and 91% of CEOs say empathy is directly linked to their company's financial performance. Empathy is required to create a customer-centric culture, successfully launch innovative products, and create marketing and sales campaigns that resonate. In this session you will learn:
What empathy is and what it is not
Why customer empathy is a must-have trait for companies and employees
How you obtain and use it effectively.

Wednesday, 20 May, 2020 / 01:45 PM - 03:15 PM BST
Workshop: Use UX Heuristics to Evaluate and Improve Your Website

Marketing leaders continue to make investments in their corporate websites one of their top spending priorities, and budget allocated to brand websites is only expected to grow. Yet, 35% of people cannot complete even simple tasks on the average site. Whether you are B2B, B2C or B2B2C, this session will teach you how to conduct your own website evaluation and determine where your site follows or deviates from common usability best practices.

Meet the experts face to face.