The Professional Journey that Lead to Continua Insights
Turning Career Insight Into Action
Keila DeMoraes is a Customer Experience strategist with more than 25 years of experience helping organizations better understand their customers base, and make informed and meaningful improvements.
Across higher education, healthcare, energy, and professional associations, Keila has connected customer and stakeholders’ insight to business priorities that resulted in significant impact and growth. In the trajectory of her own professional path, she applied CX and Design Thinking principles to her own career choices. She added to her credentials, and today she owns an entrepreneur’s mindset and aims to continue to focus on helping enhance the lives of customers.
Creating Better Experiences
As the Founder of Continua Insights in Charlotte, NC, Keila’s main goal is to continue to help organizations strengthen Customer Experience (CX), using various methodologies, including Voice of the Customer (VoC) Programs, Customer Experience Journey Mapping and Design Thinking from IDEO. Her work brings together research, data, NPS Study, Customer Journey Mapping tied to organizational goals .
In the center of its business model, Continua Insights enable teams move from data to understanding—and from understanding to practical action. Her goal is to help organizations create experiences that build trust, strengthen relationships, and deliver lasting value.
Education That Shaped the Direction of her Career
Keila holds a Bachelor’s degree in International Business from San Diego State University and an MBA in Marketing from Argosy University. She has also completed PhD-level coursework, supporting her credentials to teach college-level marketing courses.
Her professional certifications include Digital Marketing from Columbia Business School, NPSx Practitioner from Bain & Company, and Design Thinking with AI from IDEO U.
“Keila is known for making complex ideas and data easy to understand, meaningful useful—whether she is presenting to leadership, leading workshops, analyzing CX metrics and/or leading cross-functional projects'“.
Learning How People Think and What They Need
Keila’s career began as a marketing professional for software startups in Los Angeles and an IT professional services firm in Fort Lauderdale over 2 decades ago.
While at Miami International University of Art & Design, she focused on student success and the academic experience. As Assistant Director, Academic Advisor, and Adjunct Marketing Instructor, she guided more than 600 students and taught marketing and advertising. She also helped transition the university to online registration, contributing to a 20% increase in retention per quarter.
At the American Welding Society, Keila spent eight years leading events marketing, member experience, and retention initiatives. She used customer research to better understand engagement and loyalty levels, developing retention strategies that maintained 90–95% renewal rates for eight consecutive years. She also partnered with creative teams, managed end-to-end logistics and promotion of meetings, including spearheading initiatives involving executive leadership and Board of Directors.
Relevant Enterprise Impact
Keila later brought her face-to-face and digital experience to enterprise CX roles with CVS Health (Aetna) and NextEra Energy’s Solar Division, Everbright in 2022 and 2023, respectively.
At CVS Health, she led CX strategy and advocacy across multiple customer touchpoints, including pharmacies, CVS MinuteClinics, and Aetna contact centers. Working alongside Deloitte, she supported the transition from Qualtrics to Medallia and developed training and change-management resources to help teams adopt the new system.
At EverBright Solar, Keila worked in a fast-changing B2B2C environment, leading Customer Experience and Voice of the Customer initiatives. She used AI to organize customer feedback, identify patterns, and surface insights that could inform decisions.
“Keila is not just a strategist—she is also a facilitator and a change catalyst. She helps teams think clearly, encourages collaboration, and move forward with confidence, enabling experiences that are effective and genuinely human-centered.”
A Consistent Path
Throughout her career, Keila has remained focused on a simple question: What can we learn from people that will help enhance their own experiences?
She brings together data and human understanding, balancing structure with curiosity and strategy with empathy. Whether analyzing feedback, guiding a team, facilitating a workshop, or advising leadership, her focus is on making complexity easier to understand and insight easier to act on.
That is the value she brings to Continua Insights: helping organizations see what matters, understand why it matters, and move forward with greater clarity and purpose.
Bio by Dana Gelman, colleague and long-time friend.