Editorial
Customer Experience
Understanding the 'Why' Behind Customer Churn
Jennifer Passini, Ph.D., is Senior Director of Solutions Strategy at InMoment and has designed and implemented Experience Improvement (XI) programs for almost 20 years. Today, she is a strategist dedicated to providing consultative support to clients, helping them design the best program that enables them to reach their desired experience outcomes and business objectives. She has managed a wide variety of customer satisfaction programs within the financial services and retail sectors. She holds a Ph.D in Applied Experimental Psychology with an emphasis on Consumer Behavior.