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Designing relationship driven luxury customer experiences

Are you a luxury brand looking to elevate your service?

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Sonali is an International Luxury Customer Experience Expert

About

She offers a unique multidisciplinary expertise, combining customer experience (CX) tools with service design and behavioral training to elevate a brand's customer journey to drive growth.

With a base in Dubai and Mumbai, Sonali works individually and with global partners to deliver niche and larger CX engagements across the world.

25+

YEARS EXPERIENCE

100+

PROGRAMS

60+

BRANDS

12000+

PARTICIPANTS

OUR IMPACT

Consistent CX efforts have lead to amplified business growth

3X

average transaction value

1.5X

boost in conversion

50%

amplification in repeat business

20%

customer referral

1.8X

appointments

SERVICES

Customer experience consulting, training, and activation designed to build capability, embed behaviour, and create lasting impact

CX Consulting

Helping organisations design future-ready customer experiences grounded in empathy, clarity, and real operational context.

Workshops

Immersive workshops that build the skills, mindset, and behaviours required to deliver meaningful customer experiences.

Activation

Ensuring that training delivers real-world impact through ongoing coaching, reinforcement, and leadership alignment.

Speakership

Delivers keynotes and talks on customer experience and human-centred leadership to achieve service excellence.

WORKSHOPS

Immersive workshops that build the mindset, skills, and behaviours required to deliver meaningful, relationship-led experiences

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Luxury CX Masterclass

Understanding what truly defines luxury — from emotional value and experience design to evolving

customer expectations.

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Luxury Selling Skills

Building the core skills required to deliver meaningful, relationship-led luxury experiences in retail and other premium industries.

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Luxury Clienteling

Cultivating enduring relationships with high-value clients through personalisation, and relationship-led engagement.

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B2B Consultative Selling

A consultative selling approach focused on discovery, trust, and long-term B2B relationships.

INDUSTRY EXPERIENCE

Sonali brings deep experience in these sectors. Explore case studies by industry

Jewellery

Fashion

Beauty

Healthcare

Real Estate

TESTIMONIALS

What Our Clients Say

With Sonali, Customer satisfaction is approached with intuitive solutions always geared by the ‘human approach’ which is so important to create successful, long-term customer relationships.

Shikha Kansagara

Co founder, OOO Farms

Image by @felirbe

Is your Team Ready for Luxury?

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RECENT BLOG POSTS

Insights on CX, empathy and human connection

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