Beni Madonna
Reserve tier CX Discovery
Beni Madonna adds the missing layer behind the scores. It uses structured, asynchronous recorded interviews to capture the voice of leadership and the voice of the customer, without the usual scheduling drag.
The result is a Reserve report that explains why the scores look the way they do, where misalignment is coming from, and what action will create the biggest shift.
What you get
One executive-ready Reserve report that synthesises leadership voice, organisational reality, and customer voice. It explains the story behind the scores, where friction is coming from, and the few actions most likely to shift outcomes.
Leadership Voice
Structured recorded responses from leaders and key stakeholders, captured in their own time.
Organisational Reality
A clear view of how the organisation experiences itself day to day, including where intent and delivery drift apart.
Customer Voice
Asynchronous customer interviews that surface what customers are actually trying to achieve, and where the experience helps or hinders that outcome.
Included in the Reserve report: key themes and patterns, drivers of friction, misalignment hotspots, what to fix first, and a clear priority order.
How it works
Leaders and stakeholders respond to structured prompts by recording answers in their own time, either question by question or in one sitting.
Customers can be invited the same way, which is particularly powerful in B2B contexts. Up to 50 customer interviews can be included.
When it’s the right choice
When you need executive level confidence and customer voice, and you cannot afford months of scheduling and slow discovery.
It’s ideal when decisions are high stakes and you want the narrative that makes the data actionable at leadership level.
Best when:
Beni Madonna is for moments where customer outcomes matter and you cannot afford another quarter of internal guessing.
You’re losing customers, or about to
When churn is rising, renewal is at risk, or key accounts are wobbling and you need evidence fast.
Customers and teams tell different stories
When leadership thinks it’s fine, frontline says it’s broken, and customers are feeling the gap.
You need the why, not just the score
When you have data, but you don’t have the narrative that explains what is driving it and what to do first.
Included in the Reserve report: key themes and patterns, drivers of friction, misalignment hotspots, what to fix first, and a clear priority order.
Questions people usually ask
How long does it take?
We’ll confirm timing based on participants and customer invites. The approach is designed to remove diary bottlenecks and keep momentum high.
Who should take part?
We’ll recommend a small set of leaders and key stakeholders who shape decisions, plus the customer voices that matter most.
Can you include customers?
Yes. Customers can respond asynchronously using the same structure. Up to 50 customer interviews can be included.
What does the output look like?
A single Reserve report that explains the story behind the scores, where misalignment is coming from, and what action will create the biggest shift.
Is a workshop required?
No. The default is low admin. A full debrief is included.
Ready for Beni Madonna?
Reserve tier CX discovery, built for executive level confidence.
Structured recorded interviews with leaders and customers, without the scheduling drag.