Hello
I am Evelyn So
Strategy Consultant
I bring clarity to your customer experience
I help companies clarify the customer experience issues that are costing them money and loyalty. Through structured diagnosis and evidence-based recommendations, you will understand where the friction is, how you compare to competitors, what opportunities exist, and what to prioritize.
The result? Confident decisions, not expensive guesses.
About me
With 25+ years of cross-functional experience, I’ve worked with organizations of all sizes – including Fortune 500s – through a customer experience lens. That breadth gives me pattern recognition — I can spot what’s working, what’s not, and what’s being missed.
Engagements: Sun Life International, CIBC, Bell Canada, CBC, KPMG, United Health Group, Reliance Home Comfort, Johnson & Johnson, Proctor & Gamble, and many more.
Case Studies
How I work
No two engagements look alike, but the discipline is consistent: collect real evidence, work closely with stakeholders, and synthesize rigorously — bringing a perspective unclouded by internal assumptions and a clear answer to so what, now what?
Depending on what’s needed, this might involve customer and stakeholder interviews, competitive analysis, industry research, journey mapping, service blueprints, or other activities.
Sample Engagements
/ Experience Audit & Recommendations
Looking inward, I map how your customers actually experience your organization — and recommend what to improve first.
/ Landscape Scan & Competitive Analysis Looking outward, I map your industry trends, competitive benchmarks, and where you stand — through a customer experience lens.
/ Service Design & Blueprinting Looking forward, I map your current service delivery – front stage and backstage – and design the future state.
If you’re dealing with customer experience challenges and need an outside perspective, I’d love to hear about it!
I write
Recent Posts
I build mini stuff
I explore problems and build small tools to solve them.
Nextly
A webapp developed with ADHD folks in mind, Nextly breaks down big goals into smaller, more manageable pieces. Built upon the science of “chunking”, this approach provides structure, reduces overwhelm, and helps keep attention focused on what’s next.
Try the app
Ink Helper
You’ve written the post — now you need the hook. This minimalist tool uses AI to generate SEO-friendly titles and introductions for your blog posts, so you can share them on social media without staring at a blank text box.
Try the app
I build communities
Neurodiversity
As a believer in the power of collective wisdom, I founded a Facebook group in 2017 for 2e families in Canada which has grown to be the go-to space for Canadian parents with 2e children.
2e refers to people who are Gifted plus some form of neurodiversity such as ADHD and ASD.
Professional
I led regular discussion groups within the global Coralus organization on topics such as “Design Thinking for Startups” and “Customer Experience Lab”.
I advise
Board Member
I am honoured to support the young and energetic team of change makers at DiverseMinds.
Speaking
My latest talk: neurodiversity in the workplace.
I am open to future speaking opportunities.
