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Alyson B., Boston, MA, USA

We had an org structure that was siloed by product and department objectives. Liliana provided guidance in implementing the right customer experience governance to enable the best outcome. Her consulting proved to be actionable and customized and we were able to craft a cross-functional customer experience management plan that has yielded positive results in our business.

Guilherme Kolberg, Grupo X, Sao Paolo, Brazil

Liliana helped us design the most actionable and impactful hierarchy in our customer experience team. Following her recommendation we embedded CX Ambassadors in the front line operational teams. With this structure we are able to connect the feedback from our clients to the people delivering the experience every day.

Lisa Stefanoff, Specialty Food Association, NYC, USA

Liliana helped move the Specialty Food Association to the next level. In a very short time period she build our membership strategy and design new journeys for our target members, allowing young companies to join the association. Her strategy will elevate the authority of the association in the industry and nurture our members in a personalized and relevant way.
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Brands keep spending money on customer experience, but only few have proven and shown a connection to ROI. There is no real impact.
Customers are not happier with their experience. We are here to solve this for you.

CX CULTURE

Customer Centric Culture is the hardest piece of the experience puzzle. It is also the most important. Culture cannot be copied or faked. Having grown in a culture led organization we know how to build and maintain culture as competitive advantage.

CX DESIGN AND IMPLEMENTATION

Design and Implementation is how you get things done. Many brands stop at insight and analysis. We create customer experiences that differentiate your brand. We have turned proof of concepts into standard operating procedures for major Fortune 500 brands. We know how it is done.

CX TECHNOLOGY

Experience technology is the most misunderstood piece of the experience puzzle. We start with the customer and then bring the technology. We know that experience technology includes employee technology, not only customer facing technology. We have designed and launched both.

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Case Studies

CULTURE

Culture is the backbone of Customer Experience, but often is not applied. JetBlue did it right! Here is how.

DESIGN

When you design for the customer, the customers win and so does your brand. Here is a case study of the award winning JFK Lobby redesign.

TECHNOLOGY

CRM systems are only as good as the data that powers them and the use cases of the business. Here is a case with the right approach to cx technology.

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