Wafa Hasnaoui | Customer Experience Advisor
Better Customer Experiences.Stronger Business Relationships.
Helping businesses understand their customers, remove friction from everyday interactions, and create experiences that build lasting trust.
- Experience across six Bell telecom brands
- Bilingual, English & French
- Based in Ottawa, working remotely
Why it matters
Every Interaction Shapes How Customers Feel About Your Business.
Friction, unclear communication, inconsistent service and unmet expectations quietly change how customers see a business.
Understand Customer Expectations
Learn what customers actually expect at each step, not what we assume they expect.
Remove Customer Journey Friction
Find the moments where people hesitate, repeat themselves or give up, and make them easier.
Build Trust Through Better Experiences
Clear, consistent and responsive service gives customers reasons to stay.
Advisory focus areas
Turning Customer Understanding Into Meaningful Improvement.
- 01
Customer Journey & Experience Mapping
Identify important customer touchpoints, understand customer needs, and uncover friction throughout the journey.
- 02
Service Experience & Customer Trust
Explore ways to improve communication, service consistency, responsiveness, and customer confidence.
- 03
Customer Experience Strategy & Improvement
Develop practical approaches to customer-centric decision-making, service improvement, and experience measurement.
Approach
A Thoughtful Approach to Better Customer Experiences.
- 01
Listen
Understand customer expectations, feedback, and business priorities.
- 02
Map
Examine key customer interactions and identify friction points.
- 03
Improve
Prioritize realistic, customer-centered improvements.
- 04
Measure
Define meaningful indicators and evaluate progress.
About Wafa
Customer Experience Begins With Understanding People.
Wafa Hasnaoui is a customer experience and operations leader with experience across six Bell telecom brands.
She holds a BBA and a Graduate Certificate in Marketing Management from Algonquin College, and leads CX & Operations at ClickAD, the bilingual family business she co-founded in Ottawa.
Connect on LinkedInCX insights
Perspectives on Better Customer Experiences.
- 01Draft, coming soon
Why Customer Experience Is More Than Customer Service
- 02Draft, coming soon
Five Signs Your Customer Journey Needs Attention
- 03Draft, coming soon
How AI Can Support More Human Customer Experiences
Canada & international
Customer-Centric Thinking Across Markets.
Good customer experience principles travel well: listen carefully, remove friction, keep promises.
Primary market
Canada
Ottawa, Toronto, Ontario and organizations across Canada, in English and French.
International perspective
GCC
Professional visibility and future collaboration opportunities in the UAE, Qatar, Oman, Saudi Arabia and Kuwait.
FAQ
Frequently Asked Questions
Contact
Let's Explore What a Better Customer Experience Could Look Like.
Every business has opportunities to make customer interactions clearer, easier, and more meaningful.
Start a Conversation
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