TRAINING & TEACHING

Convert customer experience into retention, expansion & revenue growth

Emilia’s thoughtful preparation and expert facilitation of our GTM alignment workshops sparked meaningful dialogue and surfaced clear opportunities for growth. Her deep customer success expertise brought an invaluable outside-in perspective that resonated with our team as we work to elevate every stage of the customer journey.

Ally Ackerman, Head of Delivery, Twelve Consulting

The sale is just the first step

What happens next determines the future of your business

In the world of repeat-revenue B2B SaaS business, the initial sale is only a small part of the customer's total lifetime value. And the smaller you can make that fraction, the more profitable you become.

What happens after the sale, onboarding, expansion, support, renewals, and referrals, is what differentiates a profitable, scalable, long-term success story from one that grows rapidly and then burns out.

Teams need the skills to deliver a positive customer experience (CX) under pressure. Leaders need strong executive presence and an understanding of strategic risk, capital efficiency, and portfolio trade-offs to advocate for the CX budget to the C-Suite. Every one of your people needs the clarity and personal management skills to juggle priorities in an intense and rapidly changing environment.

Train your leaders and teams to deliver scalable customer retention

Emilia D'Anzica provides a suite of off-the-shelf CX workshops. She also consults with organizations to determine where best to invest in your CX strategy, and provides a personalized toolkit to helphelp your organization grow.

Leadership Training & Workshops for the Modern Customer Organization

Workshops and executive programs designed for leaders who want to transform their teams, lead with emotional intelligence, and drive measurable revenue impact in an AI-powered world.

Measure

Metrics to lead your team to revenue growth.

What it is

A practical, executive-level approach to turning support and customer experience metrics into revenue signals that leaders can act on.

What we cover

• Selecting the metrics that actually influence retention, expansion, and lifetime value

• Moving beyond vanity metrics like ticket volume and speed

• Connecting CSAT, NPS, CQLs, Multithreading, effort score, and churn risk to revenue outcomes

• Building dashboards executives understand in under five minutes

• Translating data into board-ready narratives

Outcomes

Leaders stop reporting activity and start proving impact. Teams understand how their daily work protects and grows revenue.

Coach

Creating a coaching culture that empowers and retains top talent.

What it is

A leadership system that replaces reactive management with structured coaching so performance and morale both rise.

What we cover

• Coaching vs managing vs mentoring

• 1:1 frameworks that drive growth, not status updates

• Feedback models that build confidence and accountability

• Skill development plans tied to business outcomes

• Retention strategies for high performers

Outcomes

Managers become multipliers. Teams feel supported, capable, and motivated to stay and grow.

Change

Change management for success and adaptability

What it is

A clear playbook for leading teams through transformation without burnout or resistance.

What we cover

• Leading through ambiguity and organizational shifts

• Communicating change with clarity and trust

• Reducing resistance through involvement and ownership

• Building resilience and psychological safety

• Embedding new behaviors that actually stick

Outcomes

Faster adoption, fewer fire drills, and teams that adapt instead of disengage.

Drive

Building a roadmap that delivers measurable impact.

What it is

A strategic planning workshop that helps leaders move from scattered initiatives to focused, outcome-based execution.

What we cover

• Defining priorities that align with company strategy

• Translating goals into quarterly roadmaps

• Capacity planning and tradeoff decisions

• Aligning Support, CS, Product, and Sales

• Tracking progress with leading indicators

Outcomes

Clear priorities. Fewer distractions. Tangible wins that compound over time.

Pivot

Leveraging executive sponsors for strategic success.

What it is

A practical guide to building influence upward and securing the air cover needed to move big initiatives forward.

What we cover

• Identifying and activating executive sponsors

• Framing ideas in business language, not operational detail

• Creating concise, compelling updates for leadership

• Managing cross-functional politics with confidence

• Turning visibility into career momentum

Outcomes

Leaders gain alignment, funding, and faster decisions without constant escalation.

Lead

Leading with emotional intelligence, not micromanagement.

What it is

A modern leadership approach that builds trust, ownership, and accountability without control or burnout.

What we cover

• Self-awareness and emotional regulation under pressure

• Trust-based delegation

• Managing conflict and high-emotion conversations

• Creating psychological safety

• Modeling calm leadership in crisis

Outcomes

Stronger relationships, higher performance, and teams that step up instead of wait to be told.

Scale

AI, automation, and the human side of customer experience

What it is

A forward-looking framework for using AI to increase quality and efficiency while preserving empathy and trust.

What we cover

• AI triage, copilots, and automation strategy

• Designing human-in-the-loop systems

• Reducing friction without losing personalization

• Ethical and responsible AI usage

• Upskilling teams for an AI-enabled future

Outcomes

Smarter operations, lower costs, and experiences that still feel human.

Influence

Motivating teams and customers with confidence

What it is

A communication and presence workshop that helps leaders inspire action without authority alone.

What we cover

• Executive storytelling and message clarity

• Framing ideas around business value

• Handling objections with composure

• Building credibility across functions

• Driving alignment and momentum

Outcomes

Leaders communicate with authority, earn trust quickly, and move initiatives forward faster.

Foundational, Human-centered Support Curriculum:

Support as a Revenue Engine

Modern support is not a cost center. It is a frontline growth lever.

What we cover

• Connecting support outcomes to renewal and churn metrics

• Identifying expansion signals inside tickets and conversations

• Turning reactive service into proactive lifecycle management

• Partnering with Sales and CS to protect revenue

Metrics that Matter in Support

Executives fund what they can measure.

What it is

Defining performance beyond speed and volume.

What we cover

• CSAT vs NPS vs effort score and when to use each

• Linking service metrics to retention and revenue

• Creating dashboards executives actually care about

• Moving from activity metrics to impact metrics

Managing urgent situations calmly and effectively.

Guiding customer conversations with emotional intelligence to build empathy and insight into customer perspectives.

What we cover

• Communicating with Clarity

• Using language that resolves tension.

Executive Communication for Support Managers

Career growth for support managers/leaders depends on visibility and clarity, not just service skill

What we cover

• Writing crisp, executive-ready updates

• Translating support data into business narratives

• Presenting trends and risks to leadership

• Influencing cross-functional priorities

Resilience & Burnout Prevention for Frontline Teams

Support roles have high emotional load. Retention depends on well-being.

What we cover

• Psychological safety practices

• Stress management techniques

• De-escalation and recovery rituals

• Building team energy and morale

Cross-Functional Alignment: Support + CS + Product + Sales

Breaking silos that hurt the customer journey.

What we cover

• Shared definitions of ownership

• Hand-off frameworks

• Lifecycle accountability models

• Joint success metrics

From Individual Contributor to Support Leader

Preparing senior agents for management. Most support managers are promoted without leadership training.

What we cover

• Coaching and feedback fundamentals

• Conflict management

• Delegation and prioritization

• Leading through influence

Crisis & Escalation Mastery

These moments define trust more than everyday interactions.

What we cover

• Structured escalation paths

• Executive stakeholder management

• Incident communication playbooks

• Post-mortems that drive learning

Growth Strategist, Customer Experience Leader, Educator

Emilia is a proven growth strategist, customer experience leader, and educator who partners with B2B SaaS leaders to build high-performance post-sales teams that drive measurable business outcomes; renewals, expansion, and sustainable revenue growth.

She designs and delivers scalable education programs that move teams from foundational capability to strategic execution. Her work spans tailored enablement workshops, coaching frameworks, and diagnostic assessment tools focused on core drivers of commercial success: product fluency, QBR mastery, value realization, and enterprise stakeholder engagement.

As an adjunct professor at the University of Chicago Booth School of Business and St. Mary’s College, Emilia brings both academic rigor and real-world applicability. She empowers practitioners with frameworks and practices rooted in revenue strategy, customer success excellence, and adaptive leadership, helping organizations grow with discipline, clarity, and confidence.

Real World Expertise, Proven Results

"Really well done"

Emilia is one of the best CS strategists in the industry. She organized a workshop for my services team at RD Station in Florianópolis (Brazil) and it was really well done, with great insights that will help us improve our CS operation. Emilia deeply understands the customer journey, focusing on how to deliver real value to customers. Her approach to leadership is strategic, based on her professional experiences.

- Laryssa D'Alama, SaaS Executive | Revenue, Operations & CX, Brasil

"Genuinely inspiring"

Emilia empowered my team to map out one of our ideal customer profiles, build a structured GTM motion around it, and set a clear path for deployment. Emilia’s teaching is not only informative but genuinely inspiring: she fosters a mindset of strategic growth, operational discipline, and real-world application. I’ve already seen tangible results in our GTM planning thanks to her leadership. I highly recommend her for anyone seeking to elevate their customer lifecycle strategy, GTM impact, or leadership in complex B2B tech environments.

- Todd Palmquist, Commercial Executive

"Intentionally demanding"

Emilia’s teaching style is intentionally demanding—she doesn’t simply present frameworks; she pushes you to deconstruct them, pressure test them, and rebuild them for your own business realities. That rigor paid off: I left with a clear, end to end view of the customer lifecycle, a toolkit for identifying mission critical touchpoints at every stage, and a repeatable methodology for designing processes that maximize Customer Lifetime Value.

- Michael Reese, GTM Leader

"Relevant and engaging"

Emilia D'Anzica is an exceptional CX Teacher at Chicago Booth. Her passionate leadership and fantastic teaching style had a huge impact on our class. What truly set Emilia apart was her ability to bring real-world perspectives to life, making the curriculum incredibly relevant and engaging. She's a natural at inspiring her students and fostering a deep understanding of the subject matter. I learned so much from her and this class!

- Jon Grzbek, Executive Sales Leadership & Business Development