Know the definition of customer experience insanity?
It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different result.
Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity. And this is a very real thing.