173: Using Data and Surveys to Better Understand Human Behaviour Drivers with Sanja Licina Navigating the Customer Experience

Sanja Licina is here to discuss with us all of the wonderful things that we can help you to master your customer experience. Her goal in life is to help make people happier. Most of us spend so much of our lives working and there is still a tremendous opportunity to help people feel better connected to their companies, to their colleagues and to feel passionate to make a difference with their work.
 
So, she's dedicated her career to helping companies create a culture that employees love to be part of. She has been fortunate to travel to over 60 countries and lives on three continents. And through this journey meets the most amazing, inspirational and passionate people. Collaborating this incredibly diverse group has given her even more confidence that together she can make a difference. Those who know her are aware of her deep passion for data and technology, which will be a key to helping all of us transform the world of work.
 
Questions
 
Could you share with us a little bit about how you got to where you are today? Could you share with our listeners what is QuestionPro? And how does that really dove tail or fit into the whole customer experience puzzle? How does your company help customer experience? QuestionPro focuses a lot on market research. Could you share with us if your target is predominantly large companies, or let's say for example, someone has an organisation with 20 employees, but they have a pretty large customer base, would your company be able to provide services for them as well? what are some key indicators or trends that you have noticed since you're already in this space, what do you think companies need to be focusing on in order to ensure that they're really tapping into the needs of their customers? Could you share with our listeners, how do you stay motivated every day? What makes you keep going? Could you also share with our listeners, what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share a book that has had the biggest impact on you, it could be a book that you read a very long time ago or even one that you read recently. Could you share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where is the best place that listeners can find you online? Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you get derailed or just get you back on track with what you're working on. Do you have a quote like that?  
Highlights
 
Sanja’s Journey
 
Me: Even though we read your bio that basically gives us a summary of what you do. But we love to hear from our guests in their own words, a little bit about how they got to where they are today.
 
Sanja stated that as mentioned, she’s had a privilege of living on three different continents. And she’s actually talking with Yanique right now out of Buenos Aires, Argentina. She was born and raised in Belgrade, Serbia, and spend about half of her life in the United States. And so, for her, she’s had this incredible pleasure of interacting with so many different people in her life path both personally and professionally.
 
And so, her profession is Organizational Psychologist and she actually currently is president of a business unit called the Workforce at a company called QuestionPro. And they also have a customer experience business unit. So, in her life, she feels like she’s had, again, this personal/professional intersection where she had a pleasure working for an organization that's not only helping people feel seen and valued at work, but also has this tremendous focus on customer experience. Because we're all the same thing, we don't look at the pe