Confirmit CX Expert Series: Elisa Spano - Fannie Mae

Confirmit Team

Confirmit Team

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Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio


In this short video filmed at Confirmit’s B2B Summit in New York, Elisa Spano, Strategy and Insights Manager at Fannie Mae talks about the impact their Customer Experience program has had on the business. This includes both driving smarter investment decisions, and delivering real changes to the company culture. She discusses challenges that the CX team has faced and how they have overcome them to create an award-winning Voice of the Customer approach.  

Fannie Mae serves the people who house America. They are a leading source of financing for mortgage lenders, providing access to affordable mortgage financing in all markets at all times. Their financing makes sustainable homeownership and workforce rental housing a reality for millions of Americans.

Fannie Mae is committed to making their company better and to do so, they put their customers at the heart of everything they do. That means listening to the Voice of the Customer. In this short video, Elisa Spano, Strategy and Insights Manager at Fannie Mae, talks about the impact their Customer Experience program has had on the company.

Elisa highlights how, by listening to the collective Voice of the Customer, the company has been able to prioritize projects and investment decisions to ensure maximum impact across their customer base. She also explains how the focus on listening to customers has helped to build a culture of continuous improvement as teams strive to uncover and resolve areas that cause issues for customers.

In fact, skepticism from leadership in the early days of their customer feedback program was a driving force for customization of the Confirmit Horizons platform that has led to an “insights-to-action” framework that is being leverages across the business.

Finally, Elisa talked about her experience of working with the Confirmit team as a CX partner and describes the benefits of winning a Confirmit ACE Awards.

If you'd like to learn more about UL's Voice of the Customer program, check out the 2019 ACE Awards Winners' Showcase book. You'll find best practices from the world's leading CX professionals, as well as inspiration to take your experience managements initiatives to the next level. 

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