Sofia Silva

Tools & Methods

At the intersection of strategy and execution, I use a curated set of tools and frameworks tailored to each project’s DNA. These methods help unlock customer value, scale experience design, and fuel growth.

Deeply influenced by Agile and Design Thinking methodologies.

I work at the intersection of customer experience, innovation, and business transformation. Over the years, I’ve supported high-growth startups looking to scale with purpose, and global enterprises navigating complex change.

Having once been a startup founder myself — in the tech and AI space — I understand the pressure to move fast without losing sight of what really matters: the customer. Whether I’m advising a scaling team or aligning a C-suite around experience-led strategy, I bring a clear, practical approach backed by proven methods and modern tools.

Below, I’ve outlined the four core capability areas I draw from in my work. Each reflects how I help organizations design better experiences, drive measurable outcomes, and embed CX as a strategic asset across the business.

Four Pillars to deliver impactful CX

PILLAR 1

Insight and Foresight

Reveal what customers value — and what your business risks overlooking.

Too often, organizations operate on assumptions about their customers. This pillar is about replacing those assumptions with evidence, empathy, and foresight. Sofia works with brands to systematically uncover unmet needs, emotional triggers, and decision dynamics — across journeys, segments, and touchpoints.

METHODS

Voice of Customer (VoC) Programs

Journey Mapping (Current-State)

Ethnographic & Stakeholder Interviews

Empathy Mapping & Persona Design

Sentiment Analysis (AI-assisted)

TOOLS

UXPressia, Smaply, Hotjar, Qualtrics, FullStory, GPT-based thematic analysis

PILLAR 2

Design and Innovation

Create experiences customers rememberInnovation doesn’t come from brainstorming in a vacuum. It comes from structured, customer-centric design that balances desirability, feasibility, and business value. Sofia facilitates collaborative sessions that connect internal silos, surface creative tension, and generate tested, future-proof experience concepts.

METHODS

Service Blueprinting (Frontstage + Backstage)

Jobs to Be Done (JTBD) Framework

Design Thinking Sprints

Rapid Prototyping and Scenario Simulation

Experience Co-Creation Workshops

TOOLS

Figma, Lucidchart

PILLAR 3

Measurement & Impact

Turn CX into a growth engine — and prove it.

Experience isn’t just a feeling — it’s a performance lever. Sofia helps leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal: empower teams to make decisions rooted in insight, not instinct.

METHODS

Net Promoter Score (NPS) Programs

Customer Effort Score (CES)

CX Health Dashboards

Behavioral and Emotional Analytics

CX ROI Models & Experience Frameworks

TOOLS

AskNicely, Gainsight, Power BI, SurveySparrow, Retently

PILLAR 4

Leadership & Change Enablement

Embed customer experience into the DNA of how your business thinks and acts.

CX isn’t a project. It’s a mindset. Sofia partners with senior leaders to embed experience thinking into business strategy, governance, and culture. From aligning the C-suite around customer principles to building CX ownership into team OKRs, this pillar ensures the work doesn’t stay in a slide deck — it lives in the organization.

METHODS

CX Governance Frameworks

Experience-Led OKRs & Operating Models

Leadership Alignment Programs

Culture Activation Workshops

AI Readiness & Change Management Scans

TOOLS

Airtable, Notion, Change Readiness Assessments, Capability Heatmaps

® 2025 Sofia Silva. All rights reserved

cembia@gmail.com   |  +31 618 570 382   |   Linkedin →

Work

Tools & Methods

Research

Sofia Silva

Mentoring

About

Contact

Tools & Methods

At the intersection of strategy and execution, I use a curated set of tools and frameworks tailored to each project’s DNA. These methods help unlock customer value, scale experience design, and fuel growth.

Deeply influenced by Agile and Design Thinking methodologies.

I work at the intersection of customer experience, innovation, and business transformation. Over the years, I’ve supported high-growth startups looking to scale with purpose, and global enterprises navigating complex change.

Having once been a startup founder myself — in the tech and AI space — I understand the pressure to move fast without losing sight of what really matters: the customer. Whether I’m advising a scaling team or aligning a C-suite around experience-led strategy, I bring a clear, practical approach backed by proven methods and modern tools.

Below, I’ve outlined the four core capability areas I draw from in my work. Each reflects how I help organizations design better experiences, drive measurable outcomes, and embed CX as a strategic asset across the business.

Four Pillars to deliver
impactful CX

PILLAR 1

Insight and Foresight

Reveal what customers value — and what your business risks overlooking.

Too often, organizations operate on assumptions about their customers. This pillar is about replacing those assumptions with evidence, empathy, and foresight. Sofia works with brands to systematically uncover unmet needs, emotional triggers, and decision dynamics — across journeys, segments, and touchpoints.

METHODS

Voice of Customer (VoC) Programs

Journey Mapping (Current-State)

Ethnographic & Stakeholder Interviews

Empathy Mapping & Persona Design

Sentiment Analysis (AI-assisted)

TOOLS

UXPressia, Smaply, Hotjar, Qualtrics, FullStory, GPT-based thematic analysis

PILLAR 2

Design and Innovation

Create experiences customers rememberInnovation doesn’t come from brainstorming in a vacuum. It comes from structured, customer-centric design that balances desirability, feasibility, and business value. Sofia facilitates collaborative sessions that connect internal silos, surface creative tension, and generate tested, future-proof experience concepts.

METHODS

Service Blueprinting (Frontstage + Backstage)

Jobs to Be Done (JTBD) Framework

Design Thinking Sprints

Rapid Prototyping and Scenario Simulation

Experience Co-Creation Workshops

TOOLS

Figma, Lucidchart

PILLAR 3

Measurement & Impact

Turn CX into a growth engine — and prove it.

Experience isn’t just a feeling — it’s a performance lever. Sofia helps leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal: empower teams to make decisions rooted in insight, not instinct.

METHODS

Net Promoter Score (NPS) Programs

Customer Effort Score (CES)

CX Health Dashboards

Behavioral and Emotional Analytics

CX ROI Models & Experience Economics Frameworks

TOOLS

AskNicely, Gainsight, Power BI, SurveySparrow, Retently

PILLAR 4

Leadership & Change Enablement

Embed customer experience into the DNA of how your business thinks and acts.

CX isn’t a project. It’s a mindset. Sofia partners with senior leaders to embed experience thinking into business strategy, governance, and culture. From aligning the C-suite around customer principles to building CX ownership into team OKRs, this pillar ensures the work doesn’t stay in a slide deck — it lives in the organization.

METHODS

CX Governance Frameworks

Experience-Led OKRs & Operating Models

Leadership Alignment Programs

Culture Activation Workshops

AI Readiness & Change Management Scans

TOOLS

Airtable, Notion, Change Readiness Assessments, Capability Heatmaps

® 2025 Sofia Silva. All rights reserved

cembia@gmail.com   |  +31 618 570 382   |   Linkedin →

Work

Tools & Methods

Research

Sofia Silva

Mentoring

About

Contact

Tools & Methods

At the intersection of strategy and execution, I use a curated set of tools and frameworks tailored to each project’s DNA. These methods help unlock customer value, scale experience design, and fuel growth.

Deeply influenced by Agile and Design Thinking methodologies.

I work at the intersection of customer experience, innovation, and business transformation. Over the years, I’ve supported high-growth startups looking to scale with purpose, and global enterprises navigating complex change.

Having once been a startup founder myself — in the tech and AI space — I understand the pressure to move fast without losing sight of what really matters: the customer. Whether I’m advising a scaling team or aligning a C-suite around experience-led strategy, I bring a clear, practical approach backed by proven methods and modern tools.

Below, I’ve outlined the four core capability areas I draw from in my work. Each reflects how I help organizations design better experiences, drive measurable outcomes, and embed CX as a strategic asset across the business.

Four Pillars to deliver impactful CX

PILLAR 1

Insight and Foresight

Reveal what customers value — and what your business risks overlooking.

Too often, organizations operate on assumptions about their customers. This pillar is about replacing those assumptions with evidence, empathy, and foresight. Sofia works with brands to systematically uncover unmet needs, emotional triggers, and decision dynamics — across journeys, segments, and touchpoints.

METHODS

Voice of Customer (VoC) Programs

Journey Mapping (Current-State)

Ethnographic & Stakeholder Interviews

Empathy Mapping & Persona Design

Sentiment Analysis (AI-assisted)

TOOLS

UXPressia, Smaply, Hotjar, Qualtrics, FullStory, GPT-based thematic analysis

PILLAR 2

Design and Innovation

Create experiences customers rememberInnovation doesn’t come from brainstorming in a vacuum. It comes from structured, customer-centric design that balances desirability, feasibility, and business value. Sofia facilitates collaborative sessions that connect internal silos, surface creative tension, and generate tested, future-proof experience concepts.

METHODS

Service Blueprinting (Frontstage + Backstage)

Jobs to Be Done (JTBD) Framework

Design Thinking Sprints

Rapid Prototyping and Scenario Simulation

Experience Co-Creation Workshops (with customers & employees)

TOOLS

Figma, Lucidchart

PILLAR 3

Measurement & Impact

Turn CX into a growth engine — and prove it.

Experience isn’t just a feeling — it’s a performance lever. Sofia helps leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal: empower teams to make decisions rooted in insight, not instinct.

METHODS

Net Promoter Score (NPS) Programs

Customer Effort Score (CES)

CX Health Dashboards

Behavioral and Emotional Analytics

CX ROI Models & Experience Economics Frameworks

TOOLS

AskNicely, Gainsight, Power BI, SurveySparrow, Retently

PILLAR 4

Leadership & Change Enablement

Embed customer experience into the DNA of how your business thinks and acts.

CX isn’t a project. It’s a mindset. Sofia partners with senior leaders to embed experience thinking into business strategy, governance, and culture. From aligning the C-suite around customer principles to building CX ownership into team OKRs, this pillar ensures the work doesn’t stay in a slide deck — it lives in the organization.

METHODS

CX Governance Frameworks

Experience-Led OKRs & Operating Models

Leadership Alignment Programs

Culture Activation Workshops

AI Readiness & Change Management Scans

TOOLS

Airtable, Notion, Change Readiness Assessments, Capability Heatmaps

® 2025 Sofia Silva. All rights reserved

cembia@gmail.com   |  +31 618 570 382   |   Linkedin →