The people doing the work.
The framework is not software you buy and run yourself. Every assessment is delivered by the two of us, so it is worth knowing where the judgment behind it comes from.
The advisors
Mia Papanicolaou
Partner, Chameleon Collective
Mia has spent her career inside customer communications rather than alongside it. She ran regional operations for a customer communications provider, then moved to the analyst side of the industry, where the work was assessing how well enterprises actually communicate with their customers.
That combination shapes the advisory work. She has lived with the operational constraints that make a communication journey hard to change. She has also had to score those same journeys objectively from the outside. Clients get someone who can say what good looks like as well as what it will realistically take to get there.
Career path
- Partner, Chameleon CollectiveFractional and advisory work in customer experience and communications.
- General Manager, Aspire CCSLed the CCM and CXM industry analyst firm.
- COO of the Americas, StriataRan regional operations for the customer communications provider.
Focus areas
- Customer communications management and CX strategy
- Regulated transactional and critical communications
- Omnichannel strategy and journey orchestration
- Digital maturity assessment and benchmarking
- Paperless and digital adoption strategy
- Post-acquisition integration
Liz Stephen
Partner, Chameleon Collective
Liz has more than 13 years in regulated digital communications, built on the commercial side of the industry. She led sales across the Americas for a customer communications provider, then moved to relationship development at the industry analyst firm, where the job was understanding what enterprises were actually trying to buy and why.
She brings a buyer-side lens to the work. When a communication journey is failing, the cause is often a commercial or organizational decision rather than a technical one. Liz is usually the person in the room who names it.
Career path
- Partner, Chameleon CollectiveFractional and advisory work in customer experience and communications.
- VP Relationship Development, Aspire CCSBuilt enterprise relationships at the CCM and CXM analyst firm.
- Head of Sales Americas, StriataLed regional sales for the customer communications provider.
Focus areas
- Customer communications strategy from a buyer-side lens
- Regulated digital communications, 13+ years
- Commercial and go-to-market advisory
- Executive stakeholder alignment
- Fractional CX and communications leadership
- Board advisory
Why there are two of us
We come at the same problem from opposite ends. Mia starts with how a communication is produced and whether it holds up when it is scored. Liz starts with what the business was trying to achieve and who decided it.
Most communication problems sit exactly where those two views meet. A journey rarely breaks because nobody could build it. It breaks because the intent, the ownership or the commercial priority moved and the communication did not move with it. Working as a pair is how we find that gap instead of documenting the symptom.
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