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Your CEXP and NPS Toolkit Ebook 1: Beginning with Your Why

“Your CEXP and NPS Toolkit” E-book 1: Beginning with Your Why. [January 2016] Get your copy here.

E-book 1 is FREE! Just write 0 in the price box & click "I want this" (on the right on desktop version, all the way to the bottom on mobile)

Other ebooks we have published most recently:

* "Your CEXP and NPS Toolkit Ebook 2: Why, What & How. Your map to kick start your company journey" [October 2017] provides:

- an updated version of "Why and basics of What" covered in Ebook 1,

- more details about the What and the How, empowering you with sample frameworks (including the CXPA CX one) to accelerate your CEXP and NPS Journey.

Available here (first 500 downloads free): https://gumroad.com/l/wownowexpToolkit

**Ebook Happiness Driven Growth: our most recent e-book from March 2018 covers the "Why, What and How of Happiness Driven Growth", provides you a sneak preview of what became our Yellow Goldfish book (published on 18 September 2018 on Amazon – find all links on www.wownow.eu/yellowgoldfish

Available here (first 500 downloads free): https://gum.co/hdgbooklet 

Not convinced yet? Read more to find out if this CEXP Toolkit can be valuable to you.


Have you ever found yourself thinking “loyalty, customer experience, Net Promoter… all great and interesting, but where should I start?”

Are you in customer experience role having recently started the CX journey and needing to create understanding and kick start your company conversation?

Are you looking for materials to be easily shared with colleagues who are new to these concepts, to start connecting all different people & functions which touch a part of the customer experience?

Are you looking for frameworks and tools that can help you accelerate your CX journey, empowering you to move from data to insight to action to results?


Having been in your shoes myself, I know how time consuming putting together all the pieces of the puzzle can be. You need to drive your business and make the change happen, there is not much time to read all the literature out there on customer experience, let alone converting it into nice slides to be shared during your meetings.

That's why I’m putting together a practical and concise toolkit just for YOU! The toolkit will be made up of a series of e-books, each covering one or two aspects of Customer Experience and NPS.

I have started designing this e-book series around the needs I hear from my clients and the challenges I help them deal with every day. Yet I want them to address also YOUR needs and challenges, so I’m curious to hear from YOU what they are.

That is why I decided to start launching a FREE version of the first e-book and then adjust the e-books content and focus based on YOUR feedback.


What are you getting in “Your CEXP and NPS Toolkit Ebook 1: Beginning with Your Why"?

Since everything starts with a WHY (or it is more powerful when it does!) and then moves into WHAT (so that we can all agree on context and definitions), this Toolkit is also starting from the WHY of:

  • Loyalty
  • Customer Experience
  • NPS (Net Promoter System): as a metric and as driver for change

Beside definitions and concepts on these 3 items, you will find key triggering questions to help you kick-start your thinking and accelerate your company journey.


My passion for customer experience dates back to 2002 when during my time at Forrester I wrote my Master’s thesis discussing in depth the new concept of CEXP, and explained why CRM is just a tool to deliver CEXP.

After graduating in Business & Economics, I began 12 years of work in the customer experience field: at Forrester with a host of client companies; at Adobe’s outsourced contact center Stream (now Convergys); at Philips in e-commerce and global consumer care experiences. Fuelled by a passion to transform the way business sees customer experience, I stepped up the pace in December 2013, and Wow Now was born!

I began Wow Now with a vision to transform the way companies deliver WOW customer experience and happiness, through needs identification, empathy and empowerment. I really believe that this will bring more happiness and authenticity into the world.

This kind of transformation – putting your customer at the heart of everything your company does – is not just a project, it’s a journey. I want to help YOU in this journey, either walking it with you or helping you putting together YOUR journey Toolkit.


"Your ability to think along with your customer is amazing. Wow Now-workshops are inspireful, interactive and actionable. I always learn something from you"

Sigrid van Duffel, Customer Loyalty Manager, Wolters Kluwer Belgium

“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.”

Laetitia Grammatico, Senior Manager Social Media Consumer Care, Philips

"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."

Sarah Papamichalis, Corporate Digital Strategy Director, Phillips


You can visit my website to read more about me and my work.

You can read my blog on customer experience.

You can sign up for Wow Now drops newsletter


Would you like to see something different and/or additionally or want to give us feedback on our project? You can help us shape the content of YOUR toolkit providing feedback here


Simply register above and write 0 in the price box & click "I want this" . E-book 1 is FREE (or PWYW Pay What You Want) for the first 100 downloads!

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  • You'll get E-book 1: Beginning with your Why
  • Size5.48 MB
  • Length39 pages


Your CEXP and NPS Toolkit Ebook 1: Beginning with Your Why

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