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 Factor (formerly 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 meaningful and life-enriching experiences instead.
Wow Now methodology and training help CX Pro understand, choose and pursue Happiness Driven Growth, a new life-enriching approach empowering companies to achieve growth, productivity and prosperity by cultivating happiness. I believe the future of CX is HCX: Human-Centered and Happiness-Contributing Experience:
- Human-Centered –> business models see “companies, employees and customers” like human beings with a common shared goal: a peaceful, sustainable, healthy and happy life.
- Happiness-Contributing –> companies design and deliver products, services, and experiences that are meaningful and life-enriching for customers, enabling and empowering their employees to make a difference in peoples’ life.
I’m on a mission to fill the world with as many as possible WOW HC experiences and interactions. I pursue this mission by 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 Science of Happiness, HCX, Design Thinking, Voice of the Customer, Net Promoter Score/System, Customer Service, and E-commerce.
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Yellow Goldfish blog series...
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Working with Rosaria was a Wow experience. She was focused on customizing the training to our needs and spent a lot of time learning about our company beforehand. Rosaria delivered the content in an inspiring manner, always taking the time to answer questions, provide examples, and to energize the participants.
Rosaria’s ability to think along with her customer is amazing. Wow Now-workshops are inspiring, interactive and actionable. I always learn something from her
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.
The ability to adjust to the topics we are most interested in, provide best practice examples on these topics and tailor them to our business and what we could do to achieve our goals. I consider your session one of the most useful training we’ve had. We can actually pick a list of things we want to change, improve, discard, implement and we also have been provided with the right methodology to go ahead with these changes.
Focused, efficient, insightful. Wow Now HCX Masterclass allows even those in some existing CX practices to gain insight, depth, and additional resources to uplift or mature and expand CX efforts
Rosaria is a very experienced consultant in the customer service area. She focused in a very short time on the real journey of Italian Wolters Kluwer customers and she was able to address some quick wins to improve the customers’ experience. Besides she gave us the pillars to implement a roadmap of change to allow Italian Customers to become strong promoters of our brand. I really appreciated her assessment and I suggest involving her in your projects in customer service area.
Rosaria has an endless customer focus. Good high-level analysis, while practical (to the point and actionable). This gave us a couple of quick wins that we could implement swiftly after her analysis. When you work on something for too long, you miss out on obvious elements. Rosaria is able to pick them up quickly. Also to be able to draw conclusions while data sets are incomplete.
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.
What participants say about our Customer Experience Masterclass:
Useful, learningful, fun, Anneke Rijk, Nutricia
Inspiring, concrete, energizing, Erik Triepels, DPL
Useful and high level content by two powerful, energetic and wise trainers, Sarah van der Wiel, KPN
Energizing, Actionable, Inspiring, Bo Lakic, KPN