Results-driven CX and marketing leader with nearly 20 years of experience creating integrated, multi-channel strategies to elevate brand awareness, increase engagement and improve overall customer loyalty. Passionate about amplifying Voice of the Customer insights and bringing innovative approaches to organizations that drive positive change and deliver measurable business impact. Experience includes both B2B and B2C environments within financial services and technology (fintech), SaaS, education, healthcare, transportation, retail, and consumer packaged goods industries. Co-author of Customer Experience 3. This book, which was released in March of 2021, is the third in the internationally best-selling Customer Experience series. My chapter focuses on engaging ways to use VOC insights to drive a deeper customer understanding with employees and activate a customer-centric culture.