Jane-Anne Mennella

Jane-Anne Mennella

VP Analyst
Jane-Anne Mennella analyzes user research, testing and optimization, usability and customer centricity for marketing leaders. Ms. Mennella's areas of focus include testing and optimization strategies, qualitative customer insight, user research methodologies, 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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Tuesday, December 01, 2020 10:30 AM|Tuesday, December 01, 2020 11:00 AM
To the Point: The Power of Customer Empathy - A Soft Skill With a Hard Impact to Your Bottom Line

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 a must-have trait for companies and employees
How you obtain and use it effectively.

Tuesday, December 01, 2020 12:45 PM|Tuesday, December 01, 2020 01:45 PM
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.

Wednesday, December 02, 2020 08:30 AM|Wednesday, December 02, 2020 10:00 AM
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.

Wednesday, December 02, 2020 02:30 PM|Wednesday, December 02, 2020 03:30 PM
Roundtable: Creating a Customer Centric Culture

It takes more than a budgetary commitment to provide truly differentiated levels of customer experience. Marketing leaders know it requires an intimate knowledge of their customers, as well as a companywide commitment spanning numerous stakeholders and departments. During this session you will learn from and share with your peers how and what methods and processes they use to build and maintain a customer-centric culture.

Thursday, December 03, 2020 08:00 AM|Thursday, December 03, 2020 09:00 AM
Roundtable: Utilizing User Research and Testing to Build More Powerful Experiences, Products and Marketing Campaigns

Share and learn insights on how your peers champion user research and testing efforts and what processes and methodologies are used to be successful when utilizing user research and testing.

Meet the experts face to face.