Elevating performance through
extraordinary experiences.
Partnering with brands, venues and teams, we design journeys that transform how your customers feel, connect and remember you. By blending strategy, creativity and people-first design, we turn service into human connection and lasting growth.
Meet Katie
Hi, I’m Katie. I believe the way people experience and connect with your brand is what turns good service into lasting loyalty.
I’ve spent over a decade shaping journeys across aviation, luxury retail, sports and events - from launching airlines, reinventing racecourse experiences and building luxury concierge teams across the US and Europe.
My style is rooted in curiosity with a deeply human approach, always backed by data-driven precision and commercial impact. I listen deeply, design thoughtfully and empower teams to deliver consistently brilliant experiences that translate into business growth.
Packages
Guest Experience Audit Quick wins, lasting impact
We uncover the strengths and gaps in your current customer journey through on-site observation, team conversations, and guest insight. You’ll gain actionable insights that create impact right away, unlock measurable improvement and build momentum for what comes next.
Experience Blueprint Your playbook for elevated service
From first impression to lasting memory, we map your end-to-end customer journey and design the service signatures and bespoke training that bring your brand to life. You’ll gain a practical blueprint to guide and empower your team to deliver with consistency, creativity, and confidence — making meaningful improvements that drive customer experience and business performance with lasting results.
Transformation Partnership Sustained Transformation Together
For businesses committed to lasting change, we provide ongoing support as a trusted partner and member of your team. Through workshops, coaching, and hands-on project delivery, we help embed a culture of excellence and continuous improvement — ensuring your customer experience evolves as your business grows.