Keep your best customers through better CX.
15+ years of senior CX, marketing, and research leadership — available fractionally, without the full-time cost.
What makes this different
Most CX work fails because it tries to solve everything at once: understanding the viability of today’s brand promise; a listening program that needs three tools and an analyst nobody’s hired yet; service design work that excludes anyone from ops; and potential org redesigns with new metrics and incentives bolted on top. At best, several teams are working on all these fronts, but without a shared vision or connected efforts. At worst, everyone knows these things need attention, but nobody knows where to start or has the bandwidth to add one more thing to the plate.
Sometimes what a company actually needs isn’t another internal owner. It’s someone who can walk in, bypass the politics, ask the questions employees dare not risk raising, get the room to agree on something real, and then run the thing while everyone else keeps the business running smoothly day-to-day.
I start with the reality you’re already living in, taking what you’ve got in hand today, understanding where you want to be, and giving you an honest read on how we get there together.
Not everything. Not all at once. Just the right things, in the right order.
What I do
Fractional CX Leadership & Management
CCXP-certified CX strategy at VP level, embedded in your team, operational within two weeks. I run the program, manage the research, coach and/or lead your team, and report to your executives. 10–20 hours/month, starting at $2,500.
CX Audits & Advisory Projects
Not ready for ongoing support? Start here. A focused 30-day audit shows you exactly where your customer experience is costing you revenue with a clear, prioritized action plan for what to fix first. Also available: journey mapping workshops, journey management audits, VoC/listening program builds, and market/competitive/customer research & intelligence programs.
I’m currently taking on 2–3 fractional clients and project engagements.