Elisabetta C.

I help companies build and improve their customer experience and customer success operations, usually where the function is young, fragmented, or being built from zero. I work with leadership teams that know CX matters but do not yet have the strategy, systems, or data behind it. What I do: Assessment and audit. Full review of your customer experience, support, and customer success operations, mapping what works, what leaks, and where the fastest wins are. Strategy and journey mapping. Customer journey mapping, CX and CS operating model design, and the systems strategy to connect it to the rest of the business. Tools and implementation. Selecting and implementing the stack: CRM, customer engagement platforms, customer success and helpdesk tools, and the frameworks that make them work together rather than in silos. Customer success operations. Health scoring to flag at-risk customers early, playbooks, SOPs for the team, and the operating cadence to run it all. Voice of Customer. Designing and launching VoC programmes, then turning the feedback into decisions leadership actually acts on. AI in support and operations. Deploying AI agents and automation where they genuinely improve the journey and the team's efficiency, without dropping quality. Measurement and reporting. Dashboards, KPIs, and executive reporting that make CX accountable and give leadership a clear view of performance. Team and process. Building the processes, documentation, and team structure so the function runs without me. Selected results: 10-point CSAT lift in ~8 weeks, 30% churn reduction, bot CSAT from 45 to 75 with 75% automated ticket coverage, QA audit hours cut 58%.