Martha Senturia

With a background in theoretical linguistics, my life-long passion for speech and language has fueled my 15+ years dedicated to improving customer experience through user centered design and usability testing. I’ve designed and led large and small-scale multi-lingual programs across industry verticals and understand the importance of homing in on the intricate complexity of your customer service processes to create a simplified experience for customers worldwide.

When it’s Good to be Redundant in IVR Design…and Life

CX Strategy / By Martha Senturia

As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and employees who were laid off were called ‘redundant’. We studied and admired Hemmingway’s succinct style in school, we learned to reduce our fractions to the simplest forms in math class, and in the …

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When to Let Your Customers Break Up with You

CX Strategy / By Martha Senturia

I’ve switched internet and TV providers more than once, and I’ve gone back for seconds on at least two of them, but I’ll never go back to the company that pulled a “Dodge the Disconnect” on me. The representative took all of my information and promised that my service would be canceled, but a supervisor later told …

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