Certified Women Owned Business

Access Capabilities List DOWNLOAD

Customer Experience Strategy

Human-Centered Experience Design

Human-Centered Technology & Systems Design

Service Design & Hospitality Training

Customer Experience Strategy & Customer-Centered Culture

Sample Deliverables

Strategic Leadership Workshop
Mission, Vision, Values and Hospitality Standards Workshops
Customer Experience Audit
Customer Experience Org Structure
Customer Experience Program Roadmap
Communications Strategy and Roadmap

Let's Talk!

Sample Deliverables

Hospitality Culture-driven Interview Guides
Performance Management Toolkits for managing culture
Compensation strategy review and recommendations
Hospitality Standards Training
Leadership Hospitality Training
CX Advisory Committee set up

Let's Talk!

Human-Centered Service & Technology Design

Sample Deliverables

Streamlined customer-centered processes and procedures
Roles and responsibilities audit
Journey Mapping & Gap Analysis
Customer Insights analysis
Customer and stakeholder interviews
Personas Development
Ecosystem Diagrams
Cross-functional workshops

Let's Talk!

Sample Deliverables

Process and experience flows
Wireframes
UX Design blueprints
Software configurations
System and software capabilities recommendations
Performance standards recommendations
Program Management
Cross-functional workshops
POC (proof of concept) development and execution

Let's Talk!

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.

AWARDS & Credentials

How Does Social Media Affect Customer Experience?

How Well Do You Understand AI Applications?

Leadership During the Pandemic: Guest Post by Rachel Dreyfus

What is Wayfinding?

What is Customer Experience Day?

CX Skills Builder: Own the Customer Experience

How Smart Do Humans Want AI To Get?

Diversity is more than difference of color

are chatbots the future of customer experience

Why I Don’t Love Chatbots

Bad Travel Experience

HOSPITALITY & TRAVEL

Customer Experience for the Hospitality and Travel Industry

The consumer-based travel industry is consumer-based needs volume to survive. Customer experience that makes customers happy and keeps happy customers coming back brings the volume the travel and hospitality requires.

HEALTHCARE

Today’s patient, no matter health or socioeconomic status, requires easy-to-understand, actionable patient experiences that support health and wellness. Build a customer experience strategy for healthcare that is patient-centered, breaks silos, and improves access to data along the continuum of care.

TRANSPORTATION

CX strategy empowers transportation sector businesses understand and design for the scope of customer types and customer needs in this $206B USD industry. When a customer-centric mindset prioritizes the strategic design of seamless, guided journeys, the world class transportation experiences customers want, become possible.

EDUCATION

Impactful investments in student experience position higher ed and K12 institutions to meet diverse student needs, and secure their positions in competitive, demanding markets. CX strategy for the education industry sets the standard for the student experiences of the future.