Welcome in my digital house. My name is Rosaria Cirillo Louwman. I’m a (little Italian) ball of energy, enthusiasm and passion. I’m curious and hungry to learn and I truly enjoy to make connections between ideas generated from all my different learning. I’m a driven consumer experience professional, a TEDx Speaker and the co-author of Yellow Goldfish, a book about 9 ways businesses can contribute to the happiness of customers, employees, and society while driving growth, productivity, and prosperity.
My DREAM is to live in a world where we all strive to have HAPPY INTERACTIONS with each other, life-enriching interactions.
To turn this dream into reality, in 2013 I founded Wow Now. Wow Now is about bringing more happiness into the world by helping companies:
- to see and remove all the frustrations and inefficiencies that happen during customer-company interactions
- to identify, create & deliver WOW experiences instead.
I’m on a mission to fill the world with as many as possible WOW customer experiences. I pursue this mission helping companies’ employees (YOU?) understand how every choice or action they make has a final impact on the customer experience, by letting them see the customer experiences they provide just as their customers see, feel and live them. And then by helping them transform the way they deliver customer experience and happiness through customers’ needs identification, empathy, creativity and (employees) empowerment. I believe in the power of mindfulness, compassionate communication (NVC – Non Violent Communication) and intuitive painting as empowering tools.
My key areas of expertise are Voice of the Customer, Net Promoter Score/System, Customer Service and E-commerce.
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We help you transform the way your company delivers customer experience through needs identification, empathy and empowerment.
This kind of transformation – putting your customer at the heart of everything your company does – is not just a project, it’s a journey. Let me take you on that journey.
In this fourth post of the CX Framework Series we look at measurement framework, metrics types and how to show the ROI of your Customer Experience program. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.read more
In this third post of the CX Framework series, we dive into CX discipline Experience Design, Improvement & Innovation.
This competency is about having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or redesign the one you are currently offering. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.
In this second post of the CX Framework series, we discuss a critical CX element: understanding your customers’ emotions and (buying) behaviour. This blog series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem and that represent the CXPA Framework around which the CCXP exam is structured.read more
The CX Framework series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem. The CCXP exam is structured around this CXPA CX Framework. In this first post of the series we dive into the CX Strategy which is fundamental when it comes to creating great customer experienceread more
CX Day is a global celebration of the companies and professionals that create great experiences for their customers. This event was started 5 years ago by the Customer Experience Professionals Association (CXPA).
In 2017 we celebrate CX Day on Tuesday, October 3, 2017, and in The Netherlands we have a very Dutch celebration at the SS Rotterdam. Join us!
A post from my daily life as working mother about the key experiences and learning I had from this year birthdayread more
Rosaria is a inspirational person to work with. She is always thinking of the consumer’s perspective and willing to change any process, no matter how complicated, to improve the consumer experience. She is passionate about the difference that a great consumer experience can make for companies. She spares no effort to analyze a situation and work out the improvements that will make a difference, from strategic to the smallest operational details.Laetitia Grammatico
When I think of Rosaria, I see a ball of energy. Passionate about consumer experience and getting things right, when she puts herself to it, she literally rolls herself around or over obstacles and get things moving in the direction they need to go in. She can do a lot with her passion and dedication.Sarah Papamichalis