About Me
Hi, I'm Aliza: A New York-based CX professional who specializes in translating between worlds - whether that's bridging technical teams and end-users, or finding common ground across cultural divides.
This site is my BIFT (Before I Forget That) archive of hard-won lessons about what actually improves customer experiences. For better or worse, it's also where I experiment with emojis like it's 1999 Geocities.
Professional Roots
I cut my teeth in industries where trust is earned through clarity:
- Consumer medical products where miscommunication has serious consequences
- Ecommerce and HVAC trades where jargon loses customers fast
- 24/5 global teams balancing automation with human touch
Why My Approach Works
Growing up as a perpetual new kid (moving a lot = constantly adapting to new communities) taught me how to:
- Decode unspoken pain points (like recognizing when "confusing" really means "culturally mismatched")
- Spot patterns others miss (turning support tickets into double-digit growth as a CX leader and early-warning signals for QA/Support teams)
My north star: Systems should serve people, not the other way around.
6 Skills That Fix What's Broken
- Turn Complaints Into Revenue
Prioritize fixes that recover 15-30% of at-risk customers - Predict Escalations
Flag friction to reduce tickets by 25%+ - Build Retentive Teams
Boost CSAT 30+ points while cutting handle time - Automate With Humanity
Self-service that knows when to escalate - Make CX Profitable
Convert support insights into product improvements - Lead Distributed Teams
Remote workflows that scale quality
The CX Playbook: Bet Smarter, Not Harder
Fractional consulting for leaders who want CX to be a winning season, not a slot machine.
Common problems I fix:
- "We're guessing at CX" → Metrics that actually predict churn
- "Agents are stuck" → Moneyball training for B-team reps
- "No game film" → Quarterly CX audit reports
Projects
CX Stiltskin: Turning Tickets Into $200K
Proved 4,000+ helpdesk tickets could generate $200K revenue by fixing exact pain points customers complained about.
⚠️ Your mileage may vary: Results depend on your specific CSAT goblins and available pixie dust.
The BIFT Aquarium
Why toxic CX cultures aren't about "bad fish" but poisoned water 🐠 - complete with detox checklist.
Pesticide Database
Built for tradesmen in my life who needed help reporting pesticide use (yes, really).
Currently in the Works
Tableau dashboards and an ML tool for Amazon product searches.
So, I started a blog to compile all the writing
(read: screaming into the void) about CX:
- To post content that would make LinkedIn clutch its pearls
The professional network's algorithm frowns upon:
- 2000-word disability rants
- Organizational culture roasts (seriously stop leaving Support out like they're the kid's table of professionalism)
- Some takes on corporate gaslighting - To archive hard-won lessons before I forget
CX war stories | Multicultural workarounds |
Data viz experiments that actually worked - To revive that 90s web energy
Complete with:
- Overuse of emojis ✨
- Unfiltered personality
- Webring-era community feels
Let's Be Internet Friends 🌐
I've been online since the 1990s and still believe the web works best when we're all connected.
Looking for:
- Fellow GeoCities survivors
- People who remember webrings
- Anyone making professional spaces more human
Let's connect like it's 1999: Find me on LinkedIn 🤝