My Story
THE JOURNEY
Driven by empathy
Sonali Gogia stands at the forefront of Customer Experience (CX) design, a field she has passionately cultivated over 25 enriching years. An internationally recognized facilitator, she is adept at weaving together strategic insights and hands-on expertise to elevate brands and foster memorable customer journeys.
Her career's genesis as a Strategy Consultant with Universal Consulting set the stage for her vast array of experiences that followed. After all, Customer Experience transformation requires strategic thinking and rigorous project management skills.
With stints as a Sales Trainer for Achieve Global and Communispond, and as the Retail & Education Manager for L’oreal's luxury brands, Sonali cultivated the skill of facilitation but also learned how to reinforce training on the job to see visible results.
Sonali expanded her skills incorporating service design methods with her behavioral training know-how. Her role with Logotel, a Milan-based Service Design Agency, saw her innovating customer experiences for some of the world's top luxury brands.
Sonali's academic foundation is as robust as her professional endeavors. She boasts a Bachelor in Business Administration from Tulane University in New Orleans, USA. Further refining her skills, she pursued a Masters in Service Design from Politecnico di Milano in Italy. She is also a certified Customer Experience practitioner by the CXPA.
She has undergone various certifications to add to her formal education:
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Facilitation and Adult learning techniques, AchieveGlobal, Mumbai
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Art of Selling Luxury with L'Oreal Luxe, Paris.
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Professional Selling Skills, Sales Coaching with AchieveGlobal, Mumbai,
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Executive & Virtual Presentation Skills with Communispond, Singapore,
In 2016, Sonali established her own consulting business, providing her with a platform to offer her unique multidisciplinary approach to organisations. Sonali divides her time between Dubai and Mumbai, offering virtual and in person services across the globe.
“My mission is to enable authentic, enriching human connections by helping organizations create relationship-led customer experiences.”
Why This Work Matters
My work is rooted in a personal journey with communication, confidence, and human connection. As a quiet, introverted child, I learned early that the way we listen, respond, and care deeply shapes how people feel — and whether they feel seen. With the right education, mentors, and environments, I discovered that confidence and so-called “soft skills” are not innate, but learnable and life-changing. This belief led me to behavioural training and, later, to luxury and customer experience — a space that felt instinctively familiar. At its best, luxury is not about products or prestige, but about intention, empathy, and attention to detail. Today, I bring these experiences together to help people build confidence and help organisations design thoughtful, human-centred experiences that create genuine connection and lasting meaning.
I love writing about the luxury customer experiences and human connection in my monthly newsletter CONNECT.
