We are truly passionate about our mission to create lasting impressions and stories that stay etched in your guests’ hearts and minds. Adding to our roster of training and strategy, we also speak at conferences to share our knowledge and expertise and help you create unforgettable experiences for your guests.


Meet Nadia, customer-driven hospitality professional, a passionate pioneer.  Hospitality and empathy come naturally to Nadia. From her childhood years of growing up in her mother’s restaurant, followed by a degree in psychology, she has been able to gain a broader insight and understanding into human behaviour.  Soon after graduation, Nadia worked in mental health for an extended period, helping people overcome their challenges to bring out the best in themselves; an aspect she thoroughly enjoyed and excelled in.  This led to her career taking a natural turn towards the hospitality industry where she worked with high-end resorts and hotels for a number of years.  She gained a deep awareness of what it means to have an unforgettable guest experience.  Her success was greatly associated to her deep desire to connect and put herself in her client’s shoes, leaving her customers in awe each time. 

With a decade of experience, Nadia has become a sought-after specialist who helps her customers create curated experiences for their guests.  She now teaches her empathetic philosophy of customer experience at the college level, has lectured around the world, and uses this unique perspective as the foundation for her consulting firm Lussona Agency.

People strive for memorable experiences.  Nadia is the leading expert on how to deliver what everyone is after, an unforgettable experience.