CX Advisory · Fractional Leadership · Operations · Coaching
Most support operations fall apart between Series A and B. I've fixed that in several companies. We start with a 3–4 week CX Diagnostic: costs, causes and a roadmap, without a full-time hire.
Let’s Start
45 minutes, no cost, no deck. Tell me what stops working when volume grows.
We map what's actually happening in your operation right now.
I tell you what I think the root cause is, not just the symptom.
You get a straight answer on whether I can help.
If I can't, or you don't need me yet, I'll say that too.
“Customer experience is a competitive advantage.
It has to be built.”
Customer happiness is downstream of organizational happiness.
About Me
I’m Roberto La Rosa. I started out answering the phone and became a director. Over 20+ years I have led customer support teams across several countries, plus telesales and retention teams, the people who convince customers to stay. In several companies I built a Customer Happiness Center from scratch: customer service organized to grow revenue too. I have trained hundreds of people, always hands-on.
Today, through Happiness Harbor, I bring this experience to companies that want customer service built to last. I work alongside you as an advisor, so you don’t need to hire a full-time director.
CX Leader · Milan
Career Highlights
Proof, Not Promises
CSAT 72%. FCR 70%. Four BPO providers with no shared governance. Contact volume climbing faster than headcount.
CSAT 83.3% (+11.3pp in 37 months). FCR 88%. Contact volume down ~30% through AI-driven deflection. €1M+ in annualised savings. Vendor transition with zero service disruption.
CSAT 48%. FCR 72%. No structured CX function, no Voice of Customer programme feeding into product.
CSAT 90% (+42pp), the largest single-company improvement of my career. FCR 90%. First Customer Happiness Center model, built from the ground up.
No Italian CX operation at all. Market entry with zero existing infrastructure, hiring, or process.
Italian CX operation built from scratch, licensed and compliant. Retention strategy contributed to 25% year-over-year revenue growth in the Italian market.
How I Can Help
Every engagement is different. I choose the format based on where you are and what you need to build. Click a service to see when it helps and what changes after.
For your business
Structure, costs and customer experience.
A structured analysis of your CX operation in 3–4 weeks. Pain points, quick wins, and a prioritized roadmap.
Ongoing part-time engagement as your CX lead. Strategy, execution, and operational leadership without a permanent hire.
Intensive session on one topic: when and how to hand a case to someone who can decide (escalation), chatbots that cut contacts without losing customers (AI deflection), managing outsourcing partners, or service quality.
For your people
Managers and teams who work under pressure.
One-to-one coaching for managers leading teams under pressure: contact center, operations, customer experience. Focused on psychological flexibility, team dynamics and sustainable leadership.
A practical half-day workshop for contact center teams and operational managers. Built around the 4-Second Framework: the ability to stay present under pressure and choose a response instead of reacting.
Who It’s For
Your customer service grew with the product but was never properly structured. You need someone to bring order without stopping the train.
Every new country adds languages, rules and partners to manage. You need someone who has already done it in several countries.
Support costs are growing faster than revenue. You want fewer contacts, with AI where it helps, while service quality goes up.
Free Resources
Two resources to help you think about CX as a strategic lever — not just a cost centre.
White Paper
Why most CX transformations fail — and what actually moves the needle. A practitioner's perspective on building CX that lasts.
Free Chapter
The Happiness Harbor guide to customer operations, change management, and keeping your team engaged in the age of AI. Get the first chapter free.
Insights
Models are trained to guess, and customers pay for it. What confident wrong answers cost, and how to design a good “I don’t know”.
At 200 agents you hear a problem the day it happens. At 1,850 it takes six weeks. The order it breaks in, and the model that fixes it.
Recruiting, ramp time, below-average performance, then replacement. Build your own cost model, not a borrowed benchmark.
The architecture I actually run for ticket triage, and why it only works with the right foundations first.
Most CX leadership hiring screens for polish. What to screen for instead, from 20 years hiring across European scale-ups.
Pushback is usually signal, not noise. How to read resistance before responding to it.
Vendor sprawl is rarely about the count. The governance framework, and the sunk cost bias that keeps bad vendors on contract.
A high CSAT with a low FCR is a warning, not good news. The formula that connects support metrics to ARR and NRR, plus a live calculator.
The honest breakdown, written by someone who sells the model. Including the three cases where you should not buy it.
The operational model that turns a contact center into a strategic business unit. Explained by the person who built it.
Most AI projects in customer service fail for organizational reasons, not technical ones. What to fix before the vendor demo.
Disengagement is a design problem, not a motivation problem. Four design moves that rebuild ownership on the floor.
Perché molti progetti falliranno, e cosa fa la differenza. L'articolo di Roberto per Customer Management Insights.
FAQ
What a CX Diagnostic is, when a scale-up needs one, and the results of the Customer Happiness Center model.
Roberto's analysis of why AI projects fail when implemented under pressure was published in CMI Magazine, Customer Management Insights (2026). The CHC model was previously featured in a CMI Magazine practitioner case study on building customer operations that generate loyalty, not just resolution.
Let’s Start
45 minutes, no cost, no deck. Tell me what stops working when volume grows.
We map what's actually happening in your operation right now.
I tell you what I think the root cause is, not just the symptom.
You get a straight answer on whether I can help.
If I can't, or you don't need me yet, I'll say that too.
Happiness HarborCX advisory and fractional leadership for European scale-ups. Founded by Roberto La Rosa, CX advisor, Milan.
Customer happiness is downstream of organizational happiness.
✓ Featured on CMI Magazine