When Customer Experience Becomes Your Growth Engine.

You’re past the point where “good enough” customer experience will cut it.

Whether you're an early-stage company fighting for product market fit, a growth stage business scaling operation, or a Fortune 500 leader managing $1B+ portfolios. Customer experience is now mission critical. I architect the strategies, teams, and operating systems that transform CX from cost center to competitive advantage.

Three Ways We Can Partner

Full Transformation
4-6 months

Complete CX strategy, implementation guidance, and capability building. From diagnosis to sustained execution.

Targeted Engagements
1-8 Weeks

Intensive workshops and sprints solving specific friction points. Fast, focused, measurable impact.

Strategic Advisory
Ongoing

Fractional CX leadership. Monthly strategic guidance without full-time hire commitment.

Fortune 500 companies trust me when the stakes are high, and customer experience can’t fail.

Explore engagement details below.

For organizations ready to transform how customers experience them at every touchpoint. From discovery to loyal advocacy.

Full Transformation
The Four -Phase Rhythm

Phase 1: Discover

Finding Where Friction Lives

I map your complete customer journey, diagnosing exactly where people get confused, frustrated, or abandon.

  • → Stakeholder interviews across functions
    →Current state CX assessment and journey mapping
    →Data-driven customer persona development
    →Experience vision and strategic roadmap creation
    →Friction point analysis with revenue impact quantification

  • ✓ Current state journey maps
    ✓ Customer persona documentation ✓ Friction analysis with prioritized opportunities
    ✓ Strategic roadmap with impact projections

Phase 2: Design

Creating Your Future State Experience

We co-create the ideal customer experience through collaborative design, aligning cross-functional stakeholders around a shared vision.

  • → Experience design workshops with your team
    → Service blueprint development (front-stage + back-stage)
    → Touchpoint orchestration across channels
    → Quick-win identification and prioritization

  • ✓ Future-state experience blueprints ✓ Service design specifications
    ✓ Omnichannel orchestration plans
    ✓ Implementation roadmap (phased approach)

Phase 3: Implement

Guiding Execution with Your Team

I partner with your team (and vendors) to bring the designed experience to life, providing hands-on guidance throughout execution.

  • → Implementation planning and sprint design
    → Vendor coordination and integration oversight
    →Hands-on system fixes and workflow optimization
    → CX measurement framework and OKR implementation
    → Team training and change management that sticks
    → Technology integration and smart automation

  • ✓ Current state journey maps
    ✓ Customer persona documentation ✓ Friction analysis with prioritized opportunities
    ✓ Strategic roadmap with impact projections

Phase 4: Sustain

Building Internal Capability

I don’t create dependency. I transfer knowledge and build your team’s capability to continuously improve.

  • → Comprehensive team training on CX principles and methods
    →Internal champion networks for sustained momentum
    →Knowledge transfer and documented best practices
    →Ongoing coaching for continuous improvement

  • ✓ CX measurement dashboard
    ✓ Team training and certification
    ✓ Continuous improvement playbooks ✓ Governance model
    ✓ 90-day optimization plan

Schedule a Conversation

Targeted Engagements
Workshops & Sprint Projects

For teams needing to solve specific CX challenges quickly with expert facilitation and proven frameworks.

Customer Journey Mapping Workshops

Perfect for: Organizations starting CX work or lacking alignment.

Map your end-to-end customer experience, identify high-impact friction points, and create cross-functional alignment around opportunities.

  • ✓ Journey Maps
    ✓ Friction Analysis
    ✓ Prioritized roadmap

Experience Design Sprints

Rapidly prototype solutions to specific pain points through intensive collaborative design thinking and validation with real customers.

Perfect for: Solving defined problems fast.

  • ✓ Experience prototypes
    ✓ Test results
    ✓ Implementation roadmap

Tech Integration Planning

Perfect for: Organizations with fragmented technology stacks.

Audit your technology stack and design integration roadmap to eliminate disconnected systems and create unified customer experience.

  • ✓ Tech ecosystem map
    ✓ Integration architecture
    ✓ Implementation roadmap

Implementation Roadmap

Perfect for: Teams ready to execute but need the plan.

Detailed planning for executing specific CX improvements: checkout optimization, onboarding redesign, care coordination workflows, etc.

  • ✓ Phased Implementation plan
    ✓ Detailed requirements
    ✓ Success metrics

Have a specific challenge?
I’ll design a targeted engagement around your unique needs and constraints.

Inquire about custom projects

Strategic Advisory

Your Fractional CX Leader

For scaling organizations that need experienced strategic counsel without hiring a full-time CX executive.

What You Get:

✓ 2 strategy calls per month (60-90 minutes each)
✓ Asynchronous support
✓ Review and feedback on CX initiatives
✓ Problem-solving for tactical challenges
✓ Quarterly roadmap and priority planning
✓ Access to frameworks, templates, and playbooks

Perfect For:

  • Post-transformation: Sustaining momentum after deep engagement ends

  • Growing companies: Need expert guidance but can't justify full-time hire

  • Strategic decisions: Launching new products/services and need CX input

  • Capability building: Developing internal CX function and need coaching

Let’s Discuss Your Challenge

Every organization is different. Schedule a free 30-minute strategy session to explore which engagement model fits your needs.