Mia delivers Triggered Communications and Journey Orchestration advisory services in partnership with Elizabeth Stephen, helping organizations move beyond static, rules-based communications toward intelligent, customer-led journeys.
With more than 20 years of experience designing and advising on transactional and triggered communications, Mia has supported enterprises in evolving toward coordinated, journey-based communication models.
She works with enterprises to transform “set-it-and-forget-it” triggered communications that are often driven by dates, events, or system actions, into coordinated, meaningful interactions that support the broader customer experience. Her approach focuses on ensuring every triggered communication has a clear purpose, adds value, and moves the customer forward.
How Triggered Communications & Journey Orchestration are Supported
– Audits existing triggered and event-based communications to identify gaps, redundancy and low-value touch-points.
– Redesigns triggered communications as part of orchestrated, end-to-end customer journeys rather than isolated messages.
– Advises on rules, data and orchestration strategies that enable communications to respond to customer behavior, not just system events.
– Helps organizations balance automation with relevance, ensuring compliance-driven communications still support engagement and understanding.
– Works cross-functionally with CX, product, IT, and operations teams to operationalize journey-based communication models.
