Welcome to Wow Now Blog

Insights on Happiness, customer experience, and personal growth through mindfulness & creativity

Welcome! I’m Rosaria Cirillo Louwman, Italian, passionate and enthusiastic mother of two boys, married to a Dutch, living in the Netherlands since 2002 and founder of Wow Now since 2013. Author of Yellow Goldfish book.

You can read more about this blog here. In short, it will cover three main areas and many of their sub-areas:

1. Happiness in business, Customer Experience, CXPA, and all things Net Promoter – NPS journey
2. Inspiration & Personal Growth, mostly about Non-Violent Communication, Mindfulness & Creativity

I hope your reading here will be meaningful and valuable to you and I look forward to starting a conversation with you about it, so please leave a comment with your point of view. Smiling regards, Rosaria

CX Framework Series #6: Customer Centric Culture

CX Framework Series #6: Customer Centric Culture

This is the sixth post of the CX Framework series. Today we talk about customer centric culture and employee engagement. 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.

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CX Framework series #5: Governance & Accountability

CX Framework series #5: Governance & Accountability

In this fifth delivery of the CX Framework series we review the role of CX governance in the success of your CX 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.

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CX Framework series #4: Metrics, Measurement & ROI

CX Framework series #4: Metrics, Measurement & ROI

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.

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CX Framework series #3: CX design, improvement & innovation

CX Framework series #3: CX design, improvement & innovation

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.

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CX Framework series: #2 Customer Understanding

CX Framework series: #2 Customer Understanding

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.

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CX Framework series: #1 Customer Experience Strategy

CX Framework series: #1 Customer Experience Strategy

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 experience

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Global CX Day, October 3rd

Global CX Day, October 3rd

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!

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NPS Methodology Series: When to use NPS and with who

NPS Methodology Series: When to use NPS and with who

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.

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NPS as Measurement Series: What and Which Survey

NPS as Measurement Series: What and Which Survey

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.

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About Me

My mission is to bring more happiness into the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that "happiness is when what we think, what we say, what we do, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.

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CXPA

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CCXP Authorized Resource Training Provider CXPA

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