Putting the spotlight on customers
Taking the customer’s perspective and connecting it to your business goals isn’t easy. It requires particular skills, difficult conversations and sometimes, challenging trade-offs. But when we get there (and we don’t stop until we do), it’s a real inspiration to see the difference it makes to an organization and its people. The result is that the business performs better. Products and services are more relevant. Customers are loyal. Brands are loved. Performance exceeds expectations. Leaders lead with conviction.
Our people are experts, collaborators, truth-tellers, and change agents. We share a commitment to helping organizations become more customer-driven. Our work is guided by the knowledge that companies who put customers at the heart of their strategy and plans perform better than those who don't. We like to see our strategies succeed in practice, and therefore, are fully involved in implementation.
Luminous, LLC is certified by the Women’s Business Enterprise National Council. WBENC fosters diversity in the world of commerce by facilitating real-time business opportunities, promoting innovation and creating partnerships that provide opportunities for women-owned businesses in the U.S. and internationally.
Noël Theodosiou, Principal & Founder
Noël puts the spotlight on customers (and keeps it there), helping clients realize their business ambitions.
Noël provides consulting solutions and programs that uncover customer truths, engender customer-orientated practices throughout client organizations and lead to better business performance. The outcome is that leaders lead with conviction and strategies deliver results.
Noël has spent over 20 years using her expertise in brand and business strategy, customer insight and innovation to enable global organizations to address growth opportunities and challenges. After beginning her career in management consulting, she worked at Added Value in London and later at Fusion 5 in New York. She has worked with global brands and organizations across a variety of sectors such as Pfizer, Toyota Motor Co., The Coca-Cola Co., Bank of America, Ford Motor Co., Shell and others.
She created Luminous to help organizations connect more closely with customer realities. Being of Greek heritage, she’s passionate, tenacious and committed to the truth. As an American, she is interested in outcomes and action. It’s a combination that makes for robust and meaningful client solutions.
Noël is a graduate of Swarthmore College. Previously a violinist, she was Board Chair of The Walden School. She is based in Cambridge, MA
Liz Forder, Consultant
Liz sheds light on customer needs, enabling client teams to develop and deliver plans that drive commercial performance.
Liz helps shape brand and business strategy to give customers what they need, value and desire. With her guidance, clients generate deep customer insights, innovate to create better customer experiences, and develop and implement customer-focused marketing and organizational plans.
Liz has over 25 years of marketing and sales experience. She honed her cross-functional business knowledge and deep empathy with the customer at Mars Confectionery, where she led commercial initiatives and delivered in-market solutions to address customer insights and growth opportunities.
She spent 7 years in a client engagement role at Brand Learning, a marketing capability company, developing and delivering marketing excellence programs for global clients such as British Telecom, Shell, Boots, Legal & General, Electrolux and Merlin Entertainment.
Born in Zimbabwe, Liz lived in her early life in South Africa. She spent the first 3 years of her career promoting and managing Formula 1 Powerboat Racing. She is based in London, UK.
Judy Lahner, Consultant
Judy empowers individuals and teams to shine, ensuring businesses are equipped to perform at their best.
In a world where achieving business growth is increasingly challenging, Judy works with marketers to insightfully develop strategies and innovation that enhance customer experience and brand value. She helps clients not only define the what, but also the how of marketing. She also works with marketing leaders to engage and inspire their people and teams to perform at their best.
Judy is a seasoned global marketer with over 25 years of experience as both client and consultant. She spent 16 years in local, regional and global Marketing roles at Unilever, Playtex, Reckitt Benckiser and Crayola. She then spent 9 years at Brand Learning (now part of Accenture) and over 2 years at Kantar Consulting (a WPP company) where her focus has been on helping companies grow through developing world class marketing capabilities. She has worked with clients such as Hewlett Packard, Intercontinental Hotel Group, Novo Nordisk, Bayer, GSK, & Maersk Line, across sectors as diverse as Pharma, Leisure, Financial Services and CPG.
Judy loves the outdoors and spends her free time walking with her husband and dog, or watching her son play hockey. She grew up in South Africa, but has lived in New York, Prague, and is currently based in London, UK.
Rita Bettino, Consultant
Rita makes individuals and teams sparkle with better ways of working, incorporating a focus on customers.
Rita is an innovative marketing leader and creative problem solver with over 20 years of experience across a variety of functions, including strategic planning, marketing effectiveness, customer insight, brand management, innovation and new product development. She brings her energy and passion to improving team performance through talent development, coaching and team-building.
She has experience across a number of industries, including consumer packaged goods, wines and spirits, food service and financial services. She has delivered business results for Fortune 200 companies such as PepsiCo and Colgate Palmolive, as well as Brown Forman and Robert Mondavi.
Rita has a degree in Economics from Boston College, an M.B.A. from Duke University’s Fuqua’s School of Business and studied Digital Marketing Strategy at General Assembly in New York city. She is based in the greater New York area.
Kathy Battistoni, Consultant
Kathy sparks change among client teams, enabling them to sustain their focus on customers across functions, operations and business processes to ensure enduring business results.
Kathy supports clients in effecting organizational change as they evolve to become more customer-driven. She helps them sustain a concordant focus on customers across functions, operations and business processes so that they can secure enduring business growth.
Kathy has 30 years of experience in change management, organizational development, communications and knowledge management.
Most recently she headed up North Highland where she led a team of consultants in building strategic capabilities in data and analytics, performance improvement, process and business analysis. Previously, Kathy was a Managing Director at Fidelity Investments, accountable for business process alignment, quality, new business and measurement tracking. Before that she was a Partner at Accenture, where she led HR Transformation practice, developing internal training, methodologies and tools.
Kathy has a B.A. in Psychology from St. Lawrence University and a M.S. in Community Counseling from the University of Vermont. She is based in Duxbury, MA.
Louise Ordish, Consultant
Louise illuminates key issues to support the actions businesses need to take as they seek to improve skills, process and performance.
With over 20 years experience, her specialties include marketing strategy and planning, insight, qualitative research, proposition development and customer life-cycle marketing. She is extremely effective in structuring interviews and group discussions within and across teams & organizational functions, helping them to work through the “how” so that insights & ideas are pulled through strategy and execution.
Louise has worked with major companies across pharmaceutical, technology, financial services, packaged-consumer-goods, professional services and publishing sectors; from start-ups through to global corporates. She works internationally, and has been based in the UK, France, Germany and the US.
Previously, she was the Head of Marketing Capability at Vodafone, leading a team to build and deploy best-practice marketing approaches; the Head of Marketing for a division of AOL; and a Brand Manager at Consumers’ Association, publishers of “Which?” Magazine.
Louise is also a psychodynamic counsellor, a poet and an occasional open water swimmer. She graduated from Middlesex Business School and the Ecole Supérieure de Commerce in Reims, France, after completing a bi-lingual management degree, and is now based in London, UK.
Becky Kelly, Consultant
Becky brings customer understanding to light, providing client teams the insights they need for more connective strategies, plans and offerings.
Becky generates well-rounded recommendations by delving into the data behind customer behaviors. Through her rigorous and thoughtful analysis, she supports client decisions with insights that lead to more compelling value propositions and offerings.
Over the past 12 years, Becky has held various sales and marketing roles with Genzyme Corporation, Eli Lilly & Company and Colgate Oral Pharmaceuticals. Most recently, with Millipore Corporation, she helped build the Market Management Group, providing strategic marketing and market research in support of the company’s product development pipeline. Becky works collaboratively, has proven leadership and project management skills, and a collaborative approach. She is equally as comfortable interacting with stakeholders as she is with customers.
Becky holds a B.S. in biology from Bucknell University and an MBA from Babson College. She is on the board of the Healthcare Businesswomen’s Association, and is based on the North Shore of Boston.
Linda O'Brien, Business Operations Manager
Linda keeps the flame of Luminous bright, ensuring seamless operations and execution of all our work.
Linda helps develop the appropriate infrastructure to empower Luminous and our work with all of our clients. She manages all client communications and project calendars, ensuring projects run smoothly and efficiently.
She has over twelve years of experience as a professional services consultant and administrator, focused on helping growing businesses plan, operate and evolve. Linda previously worked with a physician speaker, author and consultant, Dr. Kenneth H. Cohn who specialized in facilitating collaboration between hospital CEOs, board members and medical professionals. To Luminous, she brings corporate and administrative expertise in client relations, marketing, technical support, project management, budgeting and bookkeeping.
Linda loves hiking, biking, arts and culture, travel and the outdoors. She is based on the North Shore of Boston, MA.
Jasmine Agosto, Program Coordinator
Jasmine lights up Luminous’ project work, connecting client and consulting teams with her warm personality and attention to detail in production, logistics and project management.
Jasmine is responsible for coordinating project activities, keeping people and materials organized, and projects running on time. As a program coordinator her focus is to provide what is needed to make the Luminous team successful.
In 2018, after experiencing a devastating fire that almost cost her life, Jasmine was recruited into Year Up, a professional development program, and graduated a year later with the David E. Retik for Excellence Scholarship Award. She specialized in Investment Operations, Business Communications and Project Management. During Year Up, she earned herself an internship at State Street bank where she was a Functional Specialist calculating the derived yields daily, creating nightly reports and communicating with clients.
Jasmine, the second-oldest of seven children, was born and raised in the Greater Boston area. In her spare time she likes to travel to exotic places, spend quality time with family & friends, and read urban fiction & romance novels. She is based in Dorchester, MA.
June Holzwarth, Visualizer
June makes the deliverables of Luminous shine, bringing customer insights, ideas and initiatives to life for our clients.
June prepares and creatively develops visually compelling presentations and materials. She brings to life all the strategies, insights, ideas and initiatives developed by Luminous.
She has over 30 years of experience working with clients, analysts and strategists documenting decisions, key findings, outcomes, insights, ideas and actions. Her experience cuts across the instantaneous environment of workshops, as well as sustained work over the course of projects, programs and initiatives.
In her spare time, June develops and designs logos, business cards and adult coloring book covers. She is a dog-lover and is based in Stratford, CT.
We collaborate with organizations that have talent and expertise in specific areas. This enriches the insights reached and broadens the services clients receive.
A primary research and insights company specialized in delivering actionable insights. We work together to more deeply understand our clients' customers and environments.
The Prose Group
A marketing communications firm whose strength is content development. We work together to produce engaging collateral, web content, case studies, press releases, and white papers - for both the internal audiences and external customers of clients.
4th Row Films
A film production company specializing in narrative film and branded entertainment. We work together with their directors, screenwriters and actors to bring to life insights, strategies and ideas.
Creators of brand identities and communications. We work together to develop visual strategies strategies for the customer experiences and brand propositions of our clients.
An immersive and experiential insights agency that helps us navigate trends and the changing customer environment. Together, we bring more lateral thinking to client teams, opening their eyes to news ways of seeing their markets.
Experts in semiotics analysis - the study of culture and symbols. We work together to gain deeper, more contextual understanding of markets, their codes & signifiers and how they are evolving.