Customer Communications Strategist
Mia delivers Customer Communications Strategy services in partnership with Elizabeth Stephen, combining deep expertise in Customer Communications Management (CCM), customer experience, and digital transformation. With over 25 years in customer communications and CX leadership, Mia has advised enterprises across regulated industries on improving clarity, engagement, accessibility, and trust through better communications. She helps organizations improve how they communicate with customers across complex, regulated, and high-volume environments. Her work focuses on transforming fragmented, channel-driven communications into clear, cohesive customer journeys that improve engagement, adoption, and trust. Customer Communications Strategy is supported through assessing existing customer communications across print and digital channels to identify gaps, friction points, and opportunities. She redesigns customer communication journeys to reduce complexity, improve clarity, and drive desired actions. Mia advises on CCM and CXM strategy, ensuring communications support broader customer experience and business objectives. She guides organizations through digital and paperless adoption strategies that balance customer preference, compliance, and operational realities.
The roles Mia steps into. Select one to see how they work in it.
With more than 20 years experience in email marketing, Mia Papanicolaou provides strategy, advice and consulting to clients to help them improve their engagement rates and meet their KPIs. She has been named as an email marketing influencer multiple times and is a regular speaker and blogger on digital communication, digital maturity and improving the customer experience through email touch-points. Mia works with clients on lifecycle messaging, journey mapping and email marketing strategy, placing emphasis on the customer experience to get the desired results. She is a thought leader and as an expert in her field, shares her expertise through her consulting. Throughout her career, Mia has been an advocate for improving customer experiences through relevant, valuable and accessible communications. With a strong problem solving mind-set, she is a creative tactician, constantly looking for ways to improve customer communications. Prior to joining the Chameleon Collective, Mia was with industry analyst firm Aspire CCS where she led the US operations and enterprise consultancy. Before that, she worked at Striata for 15 years in South Africa, the UK and then settled in the U.S as the COO of the company, after which she headed up consulting at Doxim.
Selected work in this role
CCM Messaging Advisor at Ricoh USA
Mia moved Ricoh from a product mind-set to a solution sale approach, updating positioning and messaging and delivering the required sales training.
Sales and Marketing Consultant at FIS
Mia repositioned FIS's messaging to highlight a new ecosystem of solutions, and continues to support sales messaging, marketing assets and training.
CCM Industry Analyst at ViaTech
For a new ViaTech product, Mia sized the market and target audience, refreshed the messaging, profiled the ideal customer and led sales training.
Focus areas
Co-Founder at Tessera & Co
Partner, Customer Communications Strategist and Consultant at Chameleon Collective
Communications Strategist at Cordell & Cordell
Communication Journey Advisor at Vistage Worldwide, Inc.
Product Marketing Strategist at OSG
Aspire CCS
Vice President - General Manager at Doxim
COO at Striata, a Doxim Company
Striata
Head of eMarketing at Striata SA
Business Director at eMessageX.com
Editor at CRN: Computer Reseller News
Sales and Marketing Consultant at FIS
CCM Industry Analyst at ViaTech
Customer Journey Advisor at National Grid
CX Advisor at American Water
Communications Strategist at Kohl's
Digital Engagement Advisor at Chubb
Paperless Strategist at Spectrum
CX Advisor at Globe Telecom
Communications Strategist at Makro South Africa
Product Strategy Advisor at MHC Automation
Ricoh USA
Customer Journey Advisor at Old Mutual SA
Paperless Strategist at SUEZ
Email Marketing Consultant at First National Bank
Interested in bringing Mia onto your transformation? Let’s start the conversation.
