Customer journey maps are a visual storytelling tool used to help designers empathize with users and identify actionable opportunities for providing a better user experience.
Read MoreMichael Valocchi
GM of Management Consulting
35 Years of Experience
Michael is a senior executive with more than 35 years of experience running strategic consulting practices at IBM, PwC, and, most recently, as Head of Consulting for the Americas at Cognizant. He is also a guest lecturer at Columbia and Baruch universities.
Previously At
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Customer Experience Consulting —
Foster Lasting Brand Loyalty
Design a customer experience (CX) that inspires brand loyalty and nurtures stronger, more enduring customer relationships. Our consultants leverage deep consumer insights and personalized strategies to drive retention and fuel growth for your business.
Get a Free Consultation NowClients Served
25,000+
Vetted Professionals
20,000+
Toptal Total Projects Delivered
64,000+
Industries Served
300+
TRUSTED BY LEADING BRANDS
Our Services
Toptal Customer Experience Consulting Services
Drive brand loyalty with Toptal’s Customer Experience Consulting services. From journey mapping and omnichannel strategy to CX audits and real-time analytics, we deliver data-driven, customer-first solutions tailored to your business objectives.
Omnichannel Experience Strategy
Unify brand interactions across channels to ensure consistency, convenience, and customer loyalty.
Customer Journey Mapping
Identify and remove friction across customer touchpoints to improve satisfaction and retention.
Voice of the Customer
Leverage qualitative and quantitative feedback to surface insights that drive impactful experience design.
Design Thinking for CX Innovation
Integrate customer empathy into product and service development to foster loyalty and drive long-term value.
Digital Touchpoint Optimization
Analyze and enhance websites, apps, and digital tools to create smoother and more intuitive experiences.
CX Analytics and Reporting Dashboards
Implement real-time tracking of CX metrics to uncover trends and inform strategic decision-making.
Service Blueprint Development
Analyze customer-facing moments in your operational workflows to deliver consistently excellent service.
Personalization Strategy Frameworks
Leverage customer segmentation, preferences, and behavioral data to deliver highly personalized experiences at scale.
UX Design
Create seamless, user-focused experiences with exceptional UX design that delights and engages customers.
Digital Transformation Consultation
Leverage advanced technology and digital solutions to optimize customer experiences and cultivate deeper engagement.
AI-driven Customer Intelligence
Apply machine learning to analyze customer behavior and predict needs, enabling more proactive service.
Customer Feedback Optimization
Create continuous feedback mechanisms to identify trends, measure impact, and refine experiences.
Looking for guidance about the perfect customer experience consulting service for your needs?
Get a Free Consultation NowPARTNERSHIP THAT WORKS
How We Deliver Customer Experience Consulting Services
Our customer experience consultants, with experience at leading companies, develop and deploy tailored solutions to meet your business needs and unique industry demands for sustainable results and long-term success.
1
Discover
A leader from our team assesses your business challenges, identifies opportunities, and recommends the most suitable engagement model.
2
Define
A Toptal leader will work with you to define your goals and service needs – from full end-to-end delivery to consulting services.
3
Develop
We will create your unique project timeline, process, and initial proposals, whether your project involves improving your onboarding flow or refining post-sale customer engagement.
4
Deploy
Toptal will get to work, tracking quality assurance, handling project management, and maintaining the delivery schedule.
Michael Valocchi 
GM of Management Consulting
GM of Management ConsultingMichael is a senior executive with more than 35 years of experience running strategic consulting practices at IBM, PwC, and, most recently, as Head of Consulting for the Americas at Cognizant. He has focused his career on building consulting practices and advising clients on business, financial, and technology challenges, as well as leading business transformations for clients in a variety of industries.Michael is a senior executive with more than 35 years running strategic consulting practices at IBM, PwC, and, most recently, as Head of Consulting for the Americas at Cognizant. He is also a guest lecturer at Columbia and Baruch universities.
Previously At
CUSTOMIZED SOLUTIONS
Customer Experience Solutions That Drive Impact
Toptal delivers leading customer experience consulting through its diverse talent network and flexible delivery models. We implement the right skills at each project phase, blending expertise from various roles for seamless execution.
- Managed Delivery by Toptal
- On-demand Talent and Teams
Managed Delivery by Toptal
End-to-end project delivery per your specific requirements.
GM of Management Consulting
Delivery Manager
Customer Experience Expert
UX Strategist
Customer Experience Management Expert
UX Researcher
CX Product Manager
Customer Experience Expert
Michael Valocchi
GM of Management Consulting
Michael is a senior executive with more than 35 years running strategic consulting practices at IBM, PwC, and, most recently, as Head of Consulting for the Americas at Cognizant. He has focused his career on building consulting practices and advising clients on business, financial, and technology challenges, as well as leading business transformations for clients in a variety of industries.
Previously at
Experience
35+ Years
Rachael Karaffa
Delivery Manager
Rachael serves as a Delivery Manager at Toptal with a focus on leading diverse global teams in developing innovative solutions for our clients. She works across multiple disciplines, including technology, marketing, and management consulting. Rachael specializes in managing people and client relationships, process optimization, and driving teams toward optimal business outcomes.
Previously Managed Client
Experience
9+ Years
Lee Shea
Verified Expert in Design
19+ Years
of Experience
Customer Experience Expert
Lee is a startup veteran and former UX consultant who has led product design for companies like Microsoft, Toyota, and Apple. He leverages business and customer insights to collaborate on design solutions that are highly engaging, low friction, and easy to use.
Previously at
Anton Roolaart
Verified Expert in Design
24+ Years
of Experience
UX Strategist
Anton is an award-winning creative UX leader with more than 24 years of experience designing user experiences. He is skillful in UX strategy, design, processes, user research, prototyping, and promoting design thinking methodologies. Anton’s previous clients come from various industries, including JPMorgan Chase Bank, Pfizer (site intelligence for clinical trials), Newmind (legal firm), Epidemic Sound (music licensing), Sirius Energy (alternative energy), Monex (fintech), Hilton, and more.
Previously at
Paula Ylisassi
Verified Expert in Product Management
23+ Years
of Experience
Customer Experience Management Expert
Paula is an experienced digital age leader, bridging businesses, customer centricity, marketing, and technology. With her visionary and at the same time, hands-on approach and attitude, she can successfully lead a range of business and development themes. Her most vital abilities are future strategy and vision, innovation and new product development, growth, strategic marketing, and branding as a product leader.
Previously at
Georgina Vega
Verified Expert in Design
11+ Years
of Experience
UX Researcher
Georgina is a user researcher with more than 11 years of experience leading projects across Latin America and the US to help companies scale their business by understanding their consumers’ rational and emotional minds. She has worked with big companies like Despegar and startups like CookUnity. Georgina has a bachelor’s degree in international affairs and a strong background in B2B and B2C projects for the fashion, travel, hospitality, food, and health and well-being industries.
Previously at
Savannah Enright
Verified Expert in Product Management
15+ Years
of Experience
CX Product Manager
Savannah is a seasoned customer experience (CX) strategist and innovation consultant with over 15 years of experience leading innovation, strategy, and design projects and teams. Previously of Fjord and BCG X, she excels in transforming products and experiences to meet modern consumer expectations. Savannah's work spans industries and levels of seniority, where she leads user research, crafts actionable business strategies, and develops innovative concepts across the entire customer journey.
Previously at
Pedro Clark
Verified Expert in Project Management
14+ Years
of Experience
Customer Experience Expert
Pedro is an awarded PMO senior project manager and customer service leader who has delivered projects for top tech companies such as Google, Apple, AT&T, TMO, and Verizon and worked as a PM Consultant at Stanford and MIT. He has experience as a regional head, trainer, PO, and Scrum Master. Pedro is a certified PMP, Azure, and ITIL agile coach with a talent for leading teams globally and defining processes and tools. He speaks four languages and has represented his companies in 15+ countries.
Previously at
On-demand Talent and Teams
20,000+ vetted professionals, ready to deploy individually or in teams
Customer Experience Expert
Innovation Consultant
Product Manager
Customer Experience Expert
UX Designer
Customer Insights Expert
UI/UX Designer
UX/UI Designer
Customer Experience Expert
Verified Expert in Management Consulting
20+ Years
of Experience
Customer Experience Expert
Asa launched her consulting practice after a 20-year global career as a CX practitioner and executive leader within customer experience design for big corporates like Publicis Sapient, IKEA, du, Pandora, and Bang & Olufsen. She led large and complex CX transformations and helped multiple brands improve their whole customer experience journey to reach their business goals. Her deep expertise in data-led CX innovation and UX strategies made her want to become independent.
Previously at
Verified Expert in Design
10+ Years
of Experience
Innovation Consultant
Hyun has several years of experience designing digital products for Fortune 500 companies and Bay Area startups. He loves to build intuitive, thoughtful, and beautifully crafted products for organizations looking for an autonomous designer who loves to ship quickly. Hyun works closely with top Bay Area VC firms like Greylock Partners and Bain Capital to help their portfolio companies with product design needs. Hyun’s worked for many companies, including Intel, Walmart, J&J, Genentech, and more.
Previously at
Verified Expert in Product Management
12+ Years
of Experience
Product Manager
Ryan is a relentless, savvy, and gritty product leader with 12+ years of product experience in various companies, including Tesla. He's a driven senior product manager ready to roll up his sleeves to get the job done. Ryan is the type who can thrive in a hectic environment and is passionate about creating simplified solutions to complex problems—ultimately delivering a more exceptional customer experience.
Previously at
Verified Expert in Design
29+ Years
of Experience
Customer Experience Expert
As a designer with 29+ years of experience, Aaron has consistently created value and produced measurable results in UX and product design. He reduced costs by $70 million at Anthem.ai, increased adoption by 600% at Deloitte, and enhanced productivity at Caterpillar. Aaron tackles complex challenges by taking a holistic approach that involves collaborating with stakeholders, aligning design with business strategy, and effectively identifying user needs to enhance the overall customer experience.
Previously at
Verified Expert in Design
10+ Years
of Experience
UX Designer
Asmahane is a product designer with 10 years of experience building high-quality products. She has experience in many industries, and her portfolio consists of web apps, websites, mobile apps, and SaaS. She always does her best to support her clients and make them happy. Guided by her experience in the IT industry and passion for psychology, Asmahane focuses on finding a balance between users, business goals, and technical constraints.
Previously at
Verified Expert in Product Management
24+ Years
of Experience
Customer Insights Expert
A passionate and driven team player with more than 24 years of online experience, Simone is committed to creating fantastic customer digital journeys. She has experience in online gaming, the domain sector, and e-commerce. Having worked at small companies with significant digital footprints and Fortune 500, Simone offers expertise as a digital product manager and is certified as an Agile Scrum Product Owner (SPO) and an Agile Scrum Master (SCM).
Previously at
Verified Expert in Design
21+ Years
of Experience
UI/UX Designer
Evgeny is a self-described hybrid designer which means that he’s very experienced and successful in both UX/UI and visual design. He has more than 21 years of experience in designing the UX/UI for web and mobile applications across a broad range of industries including the Internet of Things (IoT), retail, computer games, design, real estate, and entertainment. His specialties are UX design, UI interaction design, and mobile/web application design.
Previously at
Verified Expert in Design
11+ Years
of Experience
UX/UI Designer
Paula is an award-winning UX/UI designer, advisor, and illustrator with more than 11 years of hands-on experience in making complex interfaces delightful and user friendly. She has made a significant impact in large corporations, such as Amazon, Zillow, Google, as well as startups. Her mission is to create efficient, beautiful, innovative, and high-quality experiences for the greater good of society.
Previously at
Verified Expert in Design
17+ Years
of Experience
Customer Experience Expert
Abdulhameid is a UX designer with 17+ years of expertise, numerous awards in the UX field, and a proven track record of working with leading global firms like IBM, Toptal, and Devoteam. With a good eye for user-centered design, he has produced attractive designs that have raised revenue for clients by hundreds of thousands of dollars each month. Abdulhameid’s success can be primarily attributed to his ability to offer remarkable design results that align with corporate goals.
Previously at
Looking for guidance about the perfect customer experience consulting service for your needs?
UNRIVALED EXPERTISE
Our Talent Has Worked With Top Companies
Having previously worked with these leading global companies, our talent brings valuable insights and expertise to deliver world-class outcomes.
Why organizations choose us
Toptal in Action
Discover the cutting-edge benefits our clients enjoy with the global Toptal network.
Remodeling digital properties to create an unparalleled customer experience across all platforms.
Challenge: With the launch of its Center of Excellence, Owens Corning set out to overhaul existing digital properties and create efficient and modern practices across the organization. It wanted to augment its team with subject matter experts who could help the company execute the transformation.
Impact: Collaborating with Owens Corning, the Toptal team helped the company transform its digital presence, create significant resource efficiencies, and acquire unprecedented consumer learning.
From the beginning, the relationship with Toptal has really paid off for us. We’re extremely happy with our talent and hope that they’re happy too. We’re really trying to transform the way we do our jobs.
Eric Heisler, Digital Development Leader
Owens Corning
OUR THOUGHT LEADERSHIP
Explore Insights From the Customer Experience Field
Read the latest articles and resources to keep you current on emerging trends in digital innovation, customer experience, product design, UX best practices, and more.
Jeff is the Growth Marketing Practice Lead at Toptal. He holds a bachelor’s degree from Middlebury College and an MBA from Cornell University with an emphasis on leadership and innovation. Jeff has spent the past 15 years building demand generation, content marketing, and digital programs that drive meaningful transformation and growth for both internal teams and external clients. Before joining Toptal, he held senior management roles at Accenture Song, Material, and Telus International.
Customer Experience Consulting Related Offerings
Explore Related Services and Roles
Pair Toptal’s Customer Experience Consulting with related competencies to tackle your business initiatives extensively.
Looking for guidance about the perfect customer experience consulting service for your needs?
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