‘Customer Experience’ is what people say about your brand behind your back.

Are you ready to listen?

Brighter CX Starts Here

A woman with short red hair and glasses sitting cross-legged on the floor working on a laptop, with a black cat lying nearby. There are two potted plants in the background, a mug with a rainbow and coffee, a sheet of paper with a lightbulb drawing, and a piece of paper with writing.
Illustration of a courtyard alley with brick walls and hanging potted plants, featuring a mural of a smiling orange tabby cat and large yellow sunflower surrounded by green foliage.

I help fast-moving teams deliver better customer experiences without burning out their people—or their budgets. Whether you're diving into AI, fixing a messy CRM, or just trying to get your CX act together, I got you.

I specialize in smart, scalable systems that make your customers happier and your ops smoother.

AI-Powered Upgrades

AI isn’t coming—it’s already here. I’ll help you actually use it (without breaking your workflows or freaking out your team).

Smarter routing, better deflection, and faster resolutions? Let’s go!

I’ve got connections—and I use them. I’ll match you with vetted, trusted AI and CX partners that actually deliver, then help you get everything implemented fast and clean.

Future-Proof Your Orgs

I’ll map out a support org that makes sense now and still works when you triple headcount.

Clear roles, clean workflows, and fewer “who owns this?” moments.

If your tools are clunky or your CRM needs a refresh, I’ve got that, too. I’ll guide you through RFPs, transitions, and big system changes with a plan, a timeline, and a ton of CX context.

CRM & Data Optimization

Tangled data across platforms? I clean it up, link it up, and turn it into something useful—like dashboards that drive real decisions and CRM workflows that actually work for your team.

Whether you're scaling fast or just getting organized, I’ll help you make sense of the mess and build a system that grows with you.

    • CX org design and team structure recommendations

    • Customer journey mapping

    • Defining customer personas and segmentation

    • Creating a CX vision that aligns with business goals

    • Building a Voice of the Customer (VoC) program

    • Developing customer-centric OKRs and KPIs

    • Cross-functional CX enablement (product, ops, marketing, support)

    • Website setup and digital inventory management

    • Help desk setup and optimization (Zendesk, Intercom, etc.)

    • Ticket workflow audits and process improvement

    • Queue and escalation design

    • SLAs, response time goals, and coverage planning

    • Self-service strategy: knowledge bases, bots, and automation

    • Chat and messaging implementation

    • Vendor selection and tooling audits

    • Hiring plans and role scoping for CX teams

    • Interview frameworks and onboarding support

    • Training and coaching for support leaders

    • Performance management systems

    • CX Culture-building

    • Scaling playbooks and handoff documentation

    • Corporate training for groups

    • Customer feedback analysis (surveys, NPS, CSAT, interviews)

    • Churn and retention deep dives

    • Closed-loop feedback systems

    • Customer research for product alignment

    • Internal stakeholder reporting and storytelling

    • Customer lifecycle planning

    • Onboarding and activation workflows

    • Success metrics and health scoring

    • Risk flagging and proactive outreach strategies

    • CS<>Support collaboration design

    • Playbooks for renewals, expansion, and advocacy

    • Fractional Head of CX / VP of Support engagements

    • Go-to-market support for product launches

    • Readiness assessments for scaling

    • Internal comms + CX enablement content

    • Internal alignment workshops or CX offsites

Have something else in mind?

Awesome, I’m interested! Let’s chat!

Let’s Work Together

You bring the mission. I’ll bring the strategy, systems, and support that doesn’t suck.


Ready to build a CX operation that runs brighter and bolder? Let’s shine together!