Experience Tales

CX Strategy * Design * Management

About

Simone Silva is the Founder & Principal at Experience Tales Consulting, also a CX Leader and Public Speaker. With more than 20 years of experience serving as a Managing Executive in multiple industries, Simone has what it takes to assess, understand and help clients define and implement CX initiatives of great impact and proven business value. As a global and multi-lingual leader, Simone has developed and led large organizations with a focus on building a winning culture and achieving high levels of employee engagement, while on expat assignments in the US, China, Germany, Mexico and Brazil. She is an Engineer and Lean/Six-Sigma certified with Master’s Degrees in Business (MBA), Marketing (Customer Experience Management), and Technology, Leadership & Innovation (TLI).

Services

We work with companies of all sizes and offer a broad menu of Services designed to help clients develop their CX Program from various levels of maturity, including the guidance to drive complete Business Transformations. LEADERSHIP > Retained CX Coach: Mentor, Advisor and Guide for the CX Leaders in your organization (flexible hours/month) > Build your CX CoE: Recommendation of Structure, Capabilities and Advice on Talent Acquisition (3-6 months) > Fractional Chief Customer Experience Officer: Part-time leadership of your transformation program and team (6+ months) CULTURE > FREE! Individual CX Maturity Assessment > Organization CX Maturity Assessment > EX Program Design STRATEGY > CX Strategy > CX 5 years Roadmap DESIGN > Experience Design (Personas, Journey Mapping, Service Blueprint) > Customer Research and Insights CX MANAGEMENT > VOC Program (Design, Metrics Definition, Reporting, Visualization and Governance) > Customer Engagement (Omnichannel Operations, Contact Center set up and Management) > Service Recovery > Technology Roadmap > Process Engineering: Lean/Six-Sigma continuous improvement and structured Problem Solving (A3/8D, Value Stream Mapping and Waste Elimination) > Training: topic specific > Vendor and Solutions Selection: Capability Assessment, Solutions Evaluation, Selection Advice PUBLIC SPEAKING > Keynote Speaker, Webinars, Interviews, Fireside Chats, Panels and Masterclasses: Content customized to your interests and audience

Contact Us

Do you have a business problem or a project idea that you'd like to discuss? We'd love to hear more about it. Leave us a message, refer a client or schedule a free consultation.

Phone: 269.235.4622 Stevensville, MI USA 49127 © 2024 Experience Tales Consulting, LLC