aria helps companies connect to their customers and their people through service experiences. Her approach blends the philosophy of Omotenashi, the Japanese art of hospitality with the design-thinking practices that exist in tech start-ups. This has enabled Maria to build tools and strategies that focus on friction-free support and rich customer engagement.
Maria has been working in the digital and social customer service space for the last 7 years where she built the customer service strategy and operations for organisations such as ASOS and Spotify and was an early adopter in using social media for customer service and customer feedback programmes.
Maria is now working with the Aurora Fashions group (Oasis, Warehouse and Coast) and Karen Millen, helping them fuse the high street and digital experience for their customers. She is also a UK board ambassador for the Customer Experience Professionals Association and has ongoing projects developing a next-gen toolkit to help contact centre staff create value, and strategies to put digital consumers more in control of achieving their goals.
We are an independent team of practitioners that spend our days delivering customer & employee centred initiatives for a range of brands in support of their business strategies. We believe that the right levers of engagement between a business, its employees & its customers leads to sustained success.
We blend the philosophy of Omotenashi, (the Japanese art of hospitality) and the practices of high-growth start-ups. Our approach delivers success to our clients in the form of multiple marginal gains & building rapid momentum.
Our team is powered by deep expertise in digital service, customer experience, education, project management, operations, data & tech. Our style is challenging, fast & rigorous. We apply a mix of academic theory & practical frameworks to achieve beyond expectations for our clients.