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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