Meet Sofia
Sofia
Customer Experience Advisor
Available on: Starter plan + all yearly memberships
Senior CX judgement shaped by global leadership experience.
Senior customer judgement, applied
Sofia is a senior Customer Experience Advisor with decades of experience leading customer strategy and transformation at global organisations. She helps leaders turn customer insight into better service, stronger loyalty and more consistent delivery.
She reviews customer strategies, journeys, channel plans and feedback, then synthesises what matters most. Expect best practices shaped by real-world experience, practical service improvement recommendations and clear priorities leaders can act on.
Why Sofia is different
Board-level perspective
Experience advising executives on customer strategy and performance.
Insight to action
Turns customer feedback into priorities, not reports.
Channel-aware
Reviews digital, service and in-person experiences as one system.
Operational realism
Balances ambition with delivery reality.
What you can ask Sofia
- Review our customer strategy and priorities
- Analyse customer feedback and identify patterns
- Assess journeys and moments that matter
- Review channel strategy and friction points
- Develop service improvement recommendations
- Turn CX plans into practical actions
How to get the best from Sofia
- Share strategies, journeys, channel plans and service standards
- Provide customer feedback, VoC results and insights
- Be clear on the outcome you need to improve
- Ask for priorities, recommendations and next steps
Who should use Sofia
Sofia is for leaders accountable for customer outcomes at scale, who need senior judgement to turn insight into sustained service improvement.