How Spailey Solutions
Began.
Built on the Belief That Human Understanding Drives Better Business Decisions
Spailey Solutions was founded in 2018 with a simple but powerful belief: organizations make better decisions when they truly understand the people they serve.
After years of working in Voice of Customer research, Founder and CEO Mackenzie Wilson saw a growing gap in the industry. Businesses were collecting more data than ever before, yet often lacked a real understanding of the human experiences behind it. Feedback was becoming automated, templated, and disconnected from the people it was meant to represent.
Spailey Solutions was created to change that.
What began as a passion project quickly evolved into a full-time business built around meaningful conversations, human connection, and actionable insight. In 2020, Mackenzie officially transitioned Spailey Solutions into a full-time consultancy focused on helping organizations become more customer-centric through deeper understanding of their customers and employees.
Today, Spailey Solutions partners with organizations ranging from emerging start-ups to Fortune 500 companies, delivering tailored research and strategic insight across every stage of the customer lifecycle.
Rather than relying on one-size-fits-all programs or automation-first solutions, Spailey takes a human-centered approach ndesigning every engagement around the unique goals, challenges, and experiences of each client.
The result is insight that goes beyond reporting. Insight that creates clarity, strengthens relationships, drives retention, and helps organizations make more confident business decisions.
Our Impact by the Numbers
We drive change using empathy, emotion, engagement, and experience — and the results speak for themselves.
Pilot Win/Loss Program
Moved win rate from 17% to 28% after pilot win loss program
Employee Retention
Employee retention jumped by nearly 20% within a year of workshops
NPS detractors converted to promoters
42% of NPS detractors converted to promoters through VOC project
increased Revenue
Launched new product after research that increased revenue by 35% YoY
Meet Some of the People Behind the Insights
Our team combines deep expertise with a passion for helping businesses grow through authentic connections.
Mackenzie Wilson
Founder & CEO
Mackenzie Wilson founded Spailey Solutions to help organizations better understand the people behind their business decisions.
With more than 15 years of experience spanning customer success, product, sales, marketing, and Voice of Customer research, Mackenzie brings a uniquely cross-functional perspective to understanding customer behavior and organizational challenges.
Known for balancing empathy with honest strategic guidance, Mackenzie has built a reputation for helping organizations confront difficult truths, uncover blind spots, and translate insight into meaningful action. Her approach combines authentic partnership with constructive challenge—creating the kind of conversations that lead to measurable growth and long-term change.
Under her leadership, Spailey Solutions has built a reputation for combining thoughtful research, meaningful conversation, and strategic insight to help organizations create stronger customer experiences and more informed business decisions.
Mackenzie is also a frequent speaker and trusted advisor on customer intelligence, human-centered strategy, and the evolving role of human insight in an increasingly automated world.
Outside of work, she directs an elementary school choir, performs the National Anthem at major sporting events, and has traveled to all seven continents—bringing curiosity, connection, and perspective into every experience she leads.
Mackenzie Wilson founded Spailey Solutions to help organizations better understand the people behind their business decisions.
With more than 15 years of experience spanning customer success, product, sales, marketing, and Voice of Customer research, Mackenzie brings a uniquely cross-functional perspective to understanding customer behavior and organizational challenges.
Known for balancing empathy with honest strategic guidance, Mackenzie has built a reputation for helping organizations confront difficult truths, uncover blind spots, and translate insight into meaningful action. Her approach combines authentic partnership with constructive challenge—creating the kind of conversations that lead to measurable growth and long-term change.
Under her leadership, Spailey Solutions has built a reputation for combining thoughtful research, meaningful conversation, and strategic insight to help organizations create stronger customer experiences and more informed business decisions.
Mackenzie is also a frequent speaker and trusted advisor on customer intelligence, human-centered strategy, and the evolving role of human insight in an increasingly automated world.
Outside of work, she directs an elementary school choir, performs the National Anthem at major sporting events, and has traveled to all seven continents—bringing curiosity, connection, and perspective into every experience she leads.
Alison Baker
Customer Program Director
Alison Baker helps lead client programs through thoughtful coordination, relationship management, and customer engagement support. She specializes in creating conversations that surface deeper insights around customer experience, retention, and trust—helping organizations better understand the relationships and experiences that drive long-term growth.
Known for her organization, communication, and ability to build trust quickly, Alison helps ensure projects run smoothly while supporting the conversations and connections that drive stronger customer understanding and long-term relationships.
Alison Baker helps lead client programs through thoughtful coordination, relationship management, and customer engagement support. She specializes in creating conversations that surface deeper insights around customer experience, retention, and trust—helping organizations better understand the relationships and experiences that drive long-term growth.
Known for her organization, communication, and ability to build trust quickly, Alison helps ensure projects run smoothly while supporting the conversations and connections that drive stronger customer understanding and long-term relationships.
Celia Scott
Program Editor
Celia Scott helps bring the Spailey Solutions brand to life through content, editing, and thoughtful storytelling. With a background in communications and marketing, she creates messaging that is clear, authentic, and engaging while supporting Spailey's vision of making customer and workplace insights more human, honest, and accessible.
Known for her attention to detail and thoughtful communication style, Celia helps ensure Spailey's insights, deliverables, and messaging are both meaningful and easy to connect with.
Celia Scott helps bring the Spailey Solutions brand to life through content, editing, and thoughtful storytelling. With a background in communications and marketing, she creates messaging that is clear, authentic, and engaging while supporting Spailey's vision of making customer and workplace insights more human, honest, and accessible.
Known for her attention to detail and thoughtful communication style, Celia helps ensure Spailey's insights, deliverables, and messaging are both meaningful and easy to connect with.
Jaymee Albos
Program Analyst
Jaymee Albos focuses on turning workforce data into meaningful insights that help organizations build stronger cultures and more informed people strategies. With a background in analytics and organizational research, she enjoys identifying patterns and trends that support better decision-making and more employee-centered workplaces.
Known for her thoughtful and analytical approach, Jaymee helps transform complex information into clear insights that support organizational growth, engagement, and long-term success.
Jaymee Albos focuses on turning workforce data into meaningful insights that help organizations build stronger cultures and more informed people strategies. With a background in analytics and organizational research, she enjoys identifying patterns and trends that support better decision-making and more employee-centered workplaces.
Known for her thoughtful and analytical approach, Jaymee helps transform complex information into clear insights that support organizational growth, engagement, and long-term success.
Want to Join Our Team?
We're always looking for passionate people who care about customers.
What Makes Our Approach Different
The most valuable insights are not always the easiest to hear.
At Spailey Solutions, we believe organizations grow when they are willing to confront the real experiences, perceptions, frustrations, and blind spots shaping their customers and employees.
That means we don’t simply deliver reports filled with surface-level findings or softened conclusions. We facilitate the critical conversations that help leadership teams understand what’s really happening and what needs to change because of it.
Our clients often describe us as both a trusted partner and a constructive challenger: supportive enough to understand the business deeply, but honest enough to say what others won’t.
Because insight alone doesn’t create transformation.
Honest dialogue, accountability, and action do.
Ready to Become More
Customer-Centric?
Let Spailey Solutions design a bespoke program, not an automated, software-built product.