Vasily Starostenko Customer Experience
The problem: in almost every industry, products are becoming interchangeable. When competitors copy your features in months, the experience is the only moat left — and most companies treat CX as a cost center: a support queue to optimize, a refund policy to tighten, a satisfaction score to game. Customers feel the difference, and they leave without telling you why.
Why Vasily: he led the Customer Experience organization at Revolut — a global financial super-app where experience is everything — alongside heading global Product. He built the CX org around a principle he calls Deliver WOW: understanding customer expectations and then deliberately exceeding them. Speaking at MoneyLIVE, he described the discipline precisely — know what the customer expects, then go further. At Revolut's scale, that philosophy was not a poster on a wall; it was an operating system for thousands of customer interactions a day.
What you get: a CX diagnostic that finds where your journey is actually losing customers — not where your dashboards say it is; an experience redesign sprint focused on the moments that matter most (onboarding, support, service recovery); and ongoing leadership advisory to make customer obsession durable as you scale. Measurable outcomes, not vibes.
The proof: a career across Uber's driver experience, Tesla's customer acquisition, Waymo's fleet operations, and Revolut's global Product and CX orgs — twenty years of owning the experience side of products people depend on. Plus a track record as a regular speaker on understanding customer needs and maximum-impact product management.
Deliver WOW only works if it is an operating system, not a slogan. That means defining the moments that matter — the first impression, the failure, the recovery — and instrumenting them: response times, resolution quality, and whether the customer would recommend you after the worst day, not the best one. It means hiring and training for empathy at scale, and giving frontline teams the authority to actually fix things. Vasily's engagements build that machinery: the metrics that reveal where experience is really breaking, the rituals that keep teams honest about it, and the culture that treats every complaint as product feedback.
Contact Vasily Starostenko Phone: +1 (650) 523-4953 — tap the call button on this page to reach him directly. Priority scheduling ($2,000 to speed up scheduling): https://buy.stripe.com/aEUdTVbwtfjn5A49AA Every engagement is confidential, tailored, and focused on measurable outcomes.
Vasily Starostenko — Consulting
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