Specialized in early-stage and growth companies that want customers who stay — not just customers who signed up.
What I Do
Service blueprints, journey mapping, and the systems that make good experiences repeatable. Not a one-time audit — a living framework your team can own.
From signals to action. Understanding why customers leave — before they do. Building the early warning systems and the playbooks that reduce churn at the source.
Building teams, tools, and processes that scale without losing quality. The operational layer that turns a good customer experience into a consistent one.
Turning customer feedback into product decisions and business strategy. Not a ticket queue — a strategic input that closes the loop between what customers experience and what the company builds next.
Engagement Models
2–3 days/week as your CX Director or Head. For companies that need senior CX leadership integrated into the team — without a full-time hire.
CX audits, journey mapping, retention strategy, team setup. Defined scope and timeline. You get a concrete deliverable, not a report that sits on a shelf.
Monthly sessions + async support. For teams that have CX capacity but need a senior perspective to sharpen direction and challenge assumptions.
FAQ
I prioritize the Fractional model because that's where I've seen the best results: less overhead, more focus, and accountability for real impact rather than presence. But I understand there are companies at certain moments where that's not enough — and if that's your case, I want to know about it. Schedule a call and we'll evaluate together.
Customer support reacts to problems. CX leadership prevents them — by designing the experience, closing the loop with product, and making the customer's voice a strategic input, not a ticket queue.
Let's make it the former.
Let's talk →