Most CX teams collect more data than the business can act on. The real problem isn’t insight quality. It’s decision clarity.
In this episode of CX Cast, Angelina Gennis and Martin Gill speak with Colleen Fazio, who shares tips from her background not only as a CX analyst, but in diplomacy and nonprofit communications about a deceptively simple way to unlock action: the Mad Libs question. What if CX leaders can stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew ___ about customers, what would you do?”
That question forces alignment between insight, ownership, and action. We discuss how to:
- Replace passive CX reporting with decision‑driven questions
- Use the Mad Libs approach to surface real business priorities
- Tie CX insights to actions leaders already want to take
- Reduce random requests and one‑off analysis
- Build CX credibility by starting with stakeholder intent
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