This service evaluates your organization’s current CX maturity level and identifies areas for improvement and growth.
Why It’s Valuable: Understanding your CX maturity helps prioritize efforts that will deliver the greatest impact, enabling focused improvements that drive better customer experiences and business outcomes.
This service evaluates how well your marketing efforts align with your CX strategy and identifies opportunities to enhance this alignment for improved growth.
Why It’s Valuable: Aligning marketing with CX strategies ensures consistent, customer-centered messaging across all channels, increasing engagement, satisfaction, and conversion rates.
Persona development creates detailed customer profiles using real data to tailor experiences and ensure relevant engagement with different customer segments.
Why It’s Valuable: Tailoring your approach based on accurate personas leads to more personalized, meaningful interactions, boosting customer satisfaction, loyalty, and conversion rates.
Customer journey mapping visualizes the customer experience across all touchpoints, helping to identify pain points and opportunities for improvement.
Why It’s Valuable: By optimizing the customer journey, you can reduce friction, enhance the experience, and increase conversions, ultimately improving overall satisfaction and customer retention.
This service develops strategies that customize content, offers, and experiences based on individual customer preferences and behavior.
Why It’s Valuable: Personalization enhances engagement by delivering relevant experiences, driving conversions, increasing loyalty, and improving overall customer satisfaction.
This service ensures that every customer interaction across all channels is optimized for consistency and effectiveness, reducing friction at each touchpoint.
Why It’s Valuable: Optimizing touchpoints ensures a seamless experience across channels, maximizing customer satisfaction and reducing drop-offs or frustrations during interactions.
This service plans and tests ongoing improvements to the customer experience using data-driven insights to continually optimize performance.
Why It’s Valuable: Iterative experimentation allows you to refine customer interactions over time, leading to continuous improvements in satisfaction, engagement, and conversion rates.
This service aligns your marketing content with customer needs and their stage in the journey, ensuring relevant messaging that drives engagement and loyalty.
Why It’s Valuable: By delivering targeted content at the right moments, this strategy increases engagement, improves conversion rates, and fosters long-term customer loyalty.
Answers to Common Questions
I understand that each project is unique, and you may have specific questions about my approach. Below are some frequently asked questions that provide additional insight into how I work, my processes, and the value you can expect from partnering with me. If you don’t find what you’re looking for, feel free to reach out directly for more personalized answers.
CX Expert Insights
IN A FREE 15-MINUTE SESSION
Provide your name and email, and I’ll send a quick survey to better understand your business, perceived needs, and commitment to improving CX.
Then, we’ll schedule a free 15-minute Zoom meeting where I’ll share my initial insights and suggest how my services can help achieve your goals.
Even if you choose not to proceed, you'll leave with clear steps to enhance your CX practices.
Let’s Connect—
All I Need is Your Name And Email
Tailored Solutions for Low Maturity Organizations
If your organization has low CX maturity, that’s completely okay. I adjust my services to focus on foundational enhancements, using general best practices and existing data. While the initial improvements may be incremental, this approach lays the foundation for stronger, more targeted CX efforts as your capabilities evolve.
Expertise, Growth, and Insights
Customer Experience Strategy Development
Achieve Sustainable Growth With Human-Centered Strategies
I develop human-centered CX strategies rooted in behavior, culture, and real-life interactions, combining data with authentic insights to create a roadmap that enhances customer satisfaction, builds loyalty, and drives sustainable growth.
CX Digital Marketing Content Strategy Development
Aligns content with customer needs and journey stages, driving engagement, fostering loyalty, and improving overall conversion and retention metrics
Plans and tests ongoing CX improvements, using data-driven insights to optimize customer experiences and boost conversion rates over time
Iterative Experimentation Design + Roadmapping
Ensures consistency and effectiveness across all customer channels, reducing friction and maximizing satisfaction at every interaction
Touchpoint + Channel Optimization
Develops strategies that tailor content, offers, and experiences to individual customer preferences, increasing engagement and driving conversions
Personalization + Customization Strategy Development
Evaluate marketing alignment with current CX strategies, identifying opportunities for growth
CX Marketing Integration Assessment + Opportunity Analysis
Evaluate organizational CX maturity and identify opportunities for improvement and growth
CX Maturity Assessment + Opportunity Analysis
CX STRATEGY SERVICES
VALUE
Visualizes customer interactions across touchpoints to identify pain points and opportunities, optimizing the end-to-end experience
Customer Journey Mapping
Combines personas, archetypes, and segment profiles to deliver a complete view of your target audience, enabling more personalized and effective customer engagement strategies
Comprehensive Customer Profile Development
Explore CX strategies, case studies, and guidance for elevating customer experience.
Did You Know?
41% of customer-focused companies achieve 10% or more revenue growth annually
Disney is renowned for its exceptional customer service, focusing on creating magical experiences for visitors. The company trains its employees, known as "cast members," to prioritize customer experience above all.
In 2023 Disney's parks and resorts division reported revenue growth of 21%, reaching $29 billion as a direct result of prioritizing customer experience within its organization. This growth outpaced competitors like Universal Studios, which reported slower growth in the same period
CX SUCCESS STORY
You Don’t Need Magic To Achieve Sustainable Growth
You need the CX expertise I can deliver
While I haven’t worked with Disney, I have had the opportunity to work with 100+ small and mid-sized companies and start-ups helping them achieve revenue growth with human-centered strategies. In just 15-minutes, I’ll be able to provide you with key insights into your company’s CX potential. Let’s partner today!
Build a Strong Strategic Foundation
Crafting a winning CX strategy starts with understanding where you stand.
Strategic Solutions:
A Value-Driven Approach to CX
My CX strategy process is designed to deliver impactful, data-driven results that align with your business goals. Timelines can vary depending on your specific needs, but I’ll take the necessary time to assess, plan, and execute strategies that drive long-term success.
This isn’t about selling my time—it’s about delivering value at every step.
ASSESS
A CX maturity assessment is the first step in developing an impactful strategy. This phase typically takes 2-3 weeks, allowing us to evaluate your current capabilities and highlight opportunities for improvement. By establishing this foundation, we ensure that your strategy is aligned with your business goals and sets realistic, measurable objectives for growth.
UNDERSTAND
Personalize for Higher Engagement
Data-driven insights allow us to design targeted, personalized experiences.
Understanding your customers is crucial to delivering personalized experiences. Over the next 3-4 weeks, we develop detailed customer personas and map their journeys. These insights inform tailored strategies that increase engagement and conversions, ensuring your CX strategy is grounded in real customer needs and behaviors.
OPTIMIZE
CX is never static—continuous refinement ensures ongoing success.
A Strategy That Evolves
The final phase focuses on optimizing your touchpoints and implementing a system of continuous improvement. Over 4-6 weeks, we test and refine strategies through data-driven experimentation, ensuring that your customer journey evolves in line with customer expectations and market trends, driving measurable and sustainable growth.