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 remember
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. I help leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal is 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. To successfully implement change, I partner with senior leaders to embed experience thinking into business strategy, governance, and culture.
I federated
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
sofia@sofiasilva.co | +31 618 570 382 | Linkedin →
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 remember
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. I help leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal is 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. To successfully implement change, I partner with senior leaders to embed experience thinking into business strategy, governance, and culture.
I federated
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
sofia@sofiasilva.co | +31 618 570 382 | Linkedin →
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 remember
Innovation 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. I help leaders move beyond vanity metrics by building systems that connect customer experience to tangible outcomes: retention, revenue, and brand equity. The goal is 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. To successfully implement change, I partner with senior leaders to embed experience thinking into business strategy, governance, and culture.
I federated
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
sofia@sofiasilva.co | +31 618 570 382 | Linkedin →