Emilia is one of the best CS strategists in the industry. In November, she organized a workshop to 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 the customers. Also, her approach to leadership is strategic, based on all the professional experiences she already had. Emilia is also an excellent communicator and a very kind person. I highly recommend her for everyone who wants to lead the CS team to a next level!