For twelve seasons I ran Hotel Paris in Punta del Este, one of Latin America's most exclusive destinations. We couldn't outspend the five-star hotels around us, so we out-designed them: service choreography, housekeeping timing, even the scent of the rooms, and a 24/7 feedback loop that solved issues before they became complaints.
Nobody called it customer experience then.
Read the caseEnd-to-end journeys and service blueprints across physical and digital touchpoints, built around the moments that matter.
Feedback loops and proactive service recovery that fix issues at the root, before they become complaints.
Service standards, SOPs and frontline training that make the experience consistent, shift after shift.
Generative AI in customer research, service operations and product, with people kept in charge.
Decisions made on half the customer’s voice are biased by design. I walk the journey myself, front stage and back stage, and make sure every channel is heard, including the frontline teams who hear it first, before anything is decided.
Where I’ve done itA 24/7 guest feedback loop at Hotel Paris. 170+ customer interviews at Alavanz.
I map the end-to-end journey to see where customers drop off or get frustrated, and which moments decide whether they come back.
Where I’ve done itJourney maps and storyboards that aligned teams across nine merging platforms at Talenthouse.
I blueprint the operations behind each moment, as they are and as they should be, so the fix reaches the people and processes that deliver it.
Where I’ve done itOn every project: as-is and to-be service blueprints across front-line, operations, logistics and commercial teams.
Every issue gets an owner, a fix and its root cause. I redesign the moment with the people who deliver it, and set the service standards that keep it fixed.
Where I’ve done itAt Hotel Paris, issues were solved before they became complaints, so formal complaints were rare.
A few metrics that matter, such as satisfaction, effort, repeat and referral, linked to business outcomes. AI reads the feedback at scale; people decide what to do about it.
Where I’ve done it50%+ of each season’s bookings from returning guests, and ~40% of new guests by referral, at Hotel Paris.
Concept projects built on public data. Not commissioned by or affiliated with any organisation.
A Voice of the Customer programme, and where I’d take it next depending on what guests say.
Read the conceptA blueprint from keys to year one, a recovery playbook for the five most common failures, and service standards.
Read the conceptWhere the agent hands over to a person, the safeguards for responsible AI, and how success is measured.
Read the conceptI wholeheartedly recommend Isabel as an extraordinary leader in customer experience. … Her systematic approach to analyzing feedback and implementing strategic initiatives yielded remarkable improvements in the overall customer experience.
Working with Iz is a huge pleasure, she brings passion and customer-focus to work each and every day.
Isabel was able to create complex operational strategies … she was able to walk the c-suite through in-depth customer user journeys, whilst incorporating a creative approach.
Isabel has the rare combination of design skills AND project management skills.
