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Scale Support with Confidence

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We help DTC brands under $100M scale support with confidence by combining customer experience strategy, AI-driven innovation, and high-performing teams across consumer electronics, fitness, and luxury industries.

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The Challenges You’re Facing

  • Growth without Strategy

    Support teams often grow inconsistently and reactively, and there’s not always thought given to long-term strategy or how the current support model would scale.

  • Overwhelming AI Landscape

    AI has introduced a whole new toolset for designing memorable experiences and providing personalized support; but the vendor landscape is vast and leaders are often uncertain or overwhelmed.

  • Risky Support Transitions

    Transitioning from in-house to outsourced support, or from one BPO to another, comes with risk to customer experience, brand reputation, and departmental budget. Choosing the wrong partner or poorly executing a launch can take months to correct.

  • High Expectations

    There’s an expectation for support leaders to improve the customer experience while simultaneously keeping costs in check, which can seem like competing objectives.

Where I Add Value

AI Education & Evaluation

I cut through the noise of CX AI solutions. Together we’ll evaluate readiness, identify opportunities, calculate ROI, shortlist vendors, and adopt AI tools that can empower your agents, improve your service experience, and potentially cut costs.

Staffing & Outsourcing

Whether you’re planning on building a team in-house, transitioning to a contact center, or switching BPOs, I work with you to ensure smooth transitions with curated partner recommendations, roadmap design, and go-live support.

CX Leadership & Strategy

Build a CX strategy that scales with your brand. We’ll design a CX philosophy and put the right structure, processes, and priorities in place so your team can deliver experiences customers remember.

Why Brands Turn To The CX Coach

You don’t need another vendor pitch. You need a trusted partner who can help you make smart, experienced choices.

The CX Coach works along founders, c-suite executives, CX leaders, and teams to help solve complex customer experience challenges with:

  • Experience: Over 10 years of experience in the CX industry, including AI builds before the boom.

  • Relatability: A deep understanding for your goals and perspective, having sat at your side of the table as a CX Director in Ecom.

  • Proven Playbooks: Processes that have worked for brand after brand.

  • Hands-on-Guidance: Not just recommendations, but hands-on implementation alongside your team.

  • Future-Focused Strategies: Planning for tomorrow, not just today.

What Success Looks Like

  • Leaders and teams feel confident

  • Customers feel supported and keep coming back

  • Support operations run seamlessly with the right tools and processes in place

  • Support scales smoothly during growth and peak seasons

  • Service costs align with business growth

Let’s Connect!

Ready to take the first step toward customer experience that fuels long-term growth? Let’s chat!

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