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Jayne Roodhouse

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Principal Consultant

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With over 20 years of experience as a B2B Customer Experience Specialist, Jayne has gained an intimate knowledge of the drivers of business to business relationships.  She has worked with a number of large organisations in both the retail and wholesale space enabling her clients to deliver a leading customer experience.

 

Jayne works with her clients to build measurement programs that unearth the drivers of good customer experience from both an absolute, and, relative to competitors perspective.  Encouraging her clients to seek the truth when it comes to customer feedback, Jayne helps them to understand critical success factors in the key areas of relationship management, service delivery and commercial performance.

 

With B2B relationships far more complex from a buyer behaviour perspective, Jayne ensures her clients understand the full customer journey from end to end and not just the desires of buyers or end users.  This involves identifying key touch points and influencers across relationships such that all perspectives are reviewed.

 

Jayne has personally conducted thousands of interviews from CEO and Board level through to operational front line staff.  By capturing feedback first hand Jayne is able to provide her clients direct accounts of the customer experience and bring to life the insights gained.

 

Critical to the feedback process is the implementation of improvement initiatives to drive change that delivers an improved customer experience.  Jayne has a wealth of experience working with her clients to implement initiatives programs that drive improvement across the business.  

 

Each project is designed from a bespoke perspective to suit the needs of her clients ensuring that the nuances of individual relationships are captured.

 

Working with a variety of clients over the years has provided Jayne with experience in several sectors including Professional Services, Government, Telecommunications, Utilities, Logistics and Healthcare.

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Miranda Rezzani

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Senior Consultant

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With over 15 years of experience in market research, Miranda has held a number of roles from Project Management through to Consulting and interviewing.  This both depth and breadth of experience sees Miranda able to deliver well managed, timely projects to her clients.

 

In recent years Miranda has begun to specialise in qualitative interviewing in both the consumer, but more extensively in the business space.  Miranda has conducted a number of interviews on projects involving complex business relationships.  Miranda enjoys the ‘finished product’ of her work and particularly the reporting process.  She excels in being able to extract the insights from interviews to be able to share outcomes with her clients.

Vanessa Browne

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Executive Interviewer

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After 17 years of Executive interviewing Vanessa has accumulated thousands of interviews across a variety of industry segments.  The bulk of Vanessa's experience is with Senior Executives due to her calm and warm manner coupled with her ability to probe respondents gently in an interview process.  This skill allows Vanessa to extract deeper insights without respondents feeling they are giving away too much information.

 

After many years working in a variety of roles Vanessa brings a level of strategic expertise to the interviewing team and often is engaged in the reporting process.  Vanessa has a reputation amongst her colleagues of being an expert interviewer whilst also being a sound strategic thinker.  Her input into the reporting process is highly valued as she represents a strategic voice of the customer.

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Lisa Menegazzo

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Senior Consultant

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Throughout her 15 year career in market research, Lisa has specialised in business to business relationships.  Lisa understands the complexity of business relationships and how research design needs to reflect the unique nature of capturing data in this market.

 

Also heavily engaged in the reporting process over the years, Lisa has honed her reporting skills, not only for individual client reports, but also Executive Insights Summaries.  Understanding the research objectives and her clients needs, Lisa is able to draw out and present to her clients meaningful actionable insights.

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