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 and TEDx Speaker.
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 in the word 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.
Follow me at:
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
In this third post of the NPS series we talk about five questions you need to answer to decide if NPS is the correct methodology for the Customer Understanding you are looking to gain, and also who to survey to gain said understanding, so that you can create the program that most makes sense and brings value to your specific context & needs, and/or gradually expand it with new surveys, and surveying larger or different company segments.read more
When deciding about deploying a Net Promoter System, several questions such as Why, What, When and How of an NPS program come up. In this second delivery of the NPS as Measurement Series we talk about the different types of NPS measurements you can use to expand the program with new surveys, and surveying larger numbers or different company segments.read more
Happy customers (& employees)
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