//THE ROUTE
Customer Experience (CX) that operates, not just measures.
Onboarding flows. Health scoring. Closed-loop feedback. Real systems, not survey decks.
For B2B teams whose NPS is fine but whose churn keeps creeping, whose onboarding depends on heroics, and whose customer feedback dies in a Notion doc nobody reads. We build the operational layer that turns CX intent into measurable retention.
SCOPE CLARIFIER
We're not a brand or CX agency, a UX firm, or a support outsourcer. We're operations consultants who build the CX systems: journeys, onboarding, feedback loops, and dashboards that turn signal into action.
// SIGNS YOU ARE IN THE WRONG TRAIL
The NPS is fine. The churn keeps creeping.
Six symptoms that show your CX program is measuring, not operating.
SIGN 01
Feedback dies in Notion.
You collect customer feedback: emails, surveys, support tickets, calls. It gets logged. Nobody acts on it. The loop never closes.
SIGN 04
Account health is invisible.
Leadership asks "which accounts are at risk?" and gets gut answers from three different team members — none of which agree.
SIGN 02
Onboarding depends on heroes.
When the great CSM is in the room, new customers thrive. When they're not, customers churn at month 4. The system depends on people, not process.
SIGN 05
CX tools don't talk.
CRM, support tool, survey platform, CS platform. Five systems, five data sets. The customer view is fragmented across tabs.
SIGN 03
Customer success is reactive.
The CSM team firefights renewals two weeks before contract end. Health scoring is "I have a feeling." Expansion conversations happen too late.
SIGN 06
Churn surprises everyone.
A customer leaves and the team's reaction is "wait, what happened?" There were signals for months. Nobody saw them in time.
// WHAT WE BUILD
Six CX systems. Each closes a loop.
Operational artifacts your CS, support, and product teams use daily. Not journey maps that decorate the walls.
06
CX dashboards
NPS, CSAT, CES, churn cohorts, retention by segment, all in one view. Leadership sees CX health the same way they see finance health.
// METHODOLOGY
The 5-phase route to operational CX.
Five phases. Clear deliverables. No surprises mid-climb and a defined exit.
01 / Discovery
Discovery
Map the terrain
CSM interviews. Customer interviews. Audit current tools, data, and processes. Identify where the loop breaks.
02 / Analysis
Plot the route
Design before you build.
Journey mapping. Health scoring model. KPI architecture. Tool consolidation plan.
03 / Build
Make the climb
The actual work.
Onboarding workflows built. CX dashboards deployed. Feedback automations live. CRM/support integrations tested.
04 / Test
Field test
Before going live.
Run cohort through new onboarding. Calibrate health scores. Adjust dashboards based on first real signals.
05 / Optimize
Beyond the summit
After launch.
Train CS/support teams. Document SOPs. Quarterly tuning as customer base grows and changes.
// FRAMEWORKS & TOOLS
We build on your stack. We don't sell tools.
Most CX teams already have 4-7 tools. We integrate them, not replace them. Migration only happens when current tools genuinely block what your team needs.
Frameworks we use
Customer Journey Mapping · Jobs-to-be-Done (JTBD)·Customer Health Scoring NPS · CSAT · CES methodology · Churn cohort analysis
CRM & Customer Success
Salesforce · Service Cloud · HubSpot · Gainsight · Pipedrive · Zho
Totango · Catalyst · Monday CRM
Support & Feedback
Service NOW · Zendesk · Intercom · Freshdesk · HelpScout · Front · Crisp · Typeform · Qualtrics · SurveyMonkey · Pendo · Hotjar · FullStory · Delighted · AskNicely (NPS)
INTEGRATION-FIRST · WE UNIFY YOUR EXISTING CX STACK · NO TOOL MIGRATION UNLESS YOU NEED IT
// CONNECTED ROUTES
CX rarely operates alone.
This route most often connects to:
01
Business Optimization &Automation
The execution layer
Onboarding automations, feedback routing, ticket workflows. The processes that make CX scale without doubling headcount.
02
Smartsheet Consulting
The platform layer
Onboarding playbooks, account workspaces, and QBR templates often live in Smartsheet for the right flexibility/governance balance.​
02
Data analysis & visualization
The visibility layer
CX dashboard live or die on the underlying data architecture. When CX expands into broader retention analytics, this pair shines.
// BASE CAMP
Bring one customer story. We'll show you where the loop broke.
30-minute call. Walk us through one recent churn or one current at-risk account. We'll diagnose where the operational layer failed and what would have caught it. No slides, no sales pitch.
SMARTSHEET·OPTIMIZATION·APP ARCHITECTURE·AUTOMATION·PROJECTS·STRATEGY·FINANCE·CX·DATA·KNOWLEDGE BASE