Sara Monnette

Optimizing the customer journey through data-driven decisions is essential to delivering better experiences. By continuously measuring outcomes and adjusting toward an ideal state, organizations can improve CX in real time. When paired with the employee journey, this approach becomes even more powerful—frontline insights from Voice of the Employee (VoE) help shape smarter, more responsive strategies. In this session, we’ll explore how to align VoC and VoE to enhance the customer journey in both B2B and B2C environments, using real-world examples to show how integrated insights lead to stronger relationships and better outcomes.