Sothis is a financial services consulting firm that helps companies realize successful transformations through the development of customer-centric capabilities. In today's world change is happening faster than ever and unique customer experiences have never been more critical. Organizations need to adapt quickly to customer expectations that are often influenced by companies beyond direct competitors. A customer's expectation has evolved beyond consistency, speed, and omni-channel capabilities. Customers expect a personalized experience that "mirrors" their values in order to become an advocate. We assess an organizations existing customer experience and service delivery capabilities, to develop strategies for an award winning customer experience.