Customer Experience
How do customers experience your brand?We analyze the customer experience, uncover where it breaks down, and define concrete steps to improve it.
EX & CX consulting · strategy · trainings
Experience is designed
I bring customer experience (CX) and employee experience (EX) together into a strategy and change you can see, feel and remember.
Companies and teams I've worked with
What I do
Three areas, one goal – customer experience that drives results
Employee Experience
How do employees experience working at your company?We observe the employee experience and find opportunities for greater engagement and connection with company culture.
Trainings & workshops
A better experience starts with people.We build the knowledge and skills that help employees better understand the customer and turn every interaction into a better experience.
Testimonials
What's it like to work with me?
20+
years of experience
10+
years working in CX
50+
successful projects
600+
trainings delivered
Mirela was part of my core team during the launch and successful rollout of VIPnet. If I were assembling a team for a similar project again, Mirela would be among the first people I would call.
Mirela is the most passionate and most skilled customer experience (CX) professional I have ever had the privilege of working with. Her focus on the customer and her expertise are truly inspiring.
I have known Mirela since our corporate days and have followed her since she started her own business. What has stayed constant with her is a combination that is rarely found together: the warmth with which she approaches people and the seriousness with which she approaches work.
In the media
Featured and interviewed
EduzaMirela Saračević Trogrlić – CX interview
For your company’s products and services to succeed, you need satisfied customers – and it pays to learn how to create a CX strategy. Our educator Mirela Saračević Trogrlić, an expert in customer experience design, can help you with that.
Lider MediaLosing an employee can cost a company up to two annual salaries
Low engagement costs the world 8.9 trillion dollars a year. Croatia sits near the bottom of Europe, with only seven percent of employees engaged
NetokracijaEX – designing the employee experience
We show up at work, do the bare minimum and leave without a sense of meaning, connection or contribution. Why does that happen? How do you design an employee experience as excellent as the customer one? Jelena Jelušić and Mirela Saračević Trogrlić explain.
Customer Experience
Less is more but getting to less is not easy
There is something special about experiences that simply work. You do not have to think too much, search for information or worry about what to do next. Somehow, everything just falls into place.
Employee Experience
EX drives CX – why employee experience determines customer experience
Companies invest millions in Customer Experience yet overlook what the experience is like for the people who create that customer experience every day. Customer experience does not happen in a CX strategy, a Customer Journey Map or a PowerPoint presentation. It happens in the everyday interactions between employees and customers.
Design Thinking
Design Thinking - how to better understand customers and create better CX solutions
How often do companies develop a product, service or process based on what they think the customer wants? They have data, experience, internal experts, benchmarks and research. And they do what seems logical. The problem is that what seems logical to the company does not necessarily make sense to the customer.
Upcoming training
Leadership in Customer Experience — CX for Leaders and Managers
Customer experience is built inside the organization first. Leaders and managers who know how to develop motivated, connected and accountable teams create the foundation for a better experience for every customer.
