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MY SERVICES

Providing Everything You Need

CX Audit & Transformation Roadmap

A comprehensive deep dive into your customer service operations, technology, and team structure. You'll get a practical, empathy-driven roadmap for scaling CX, integrating AI where it makes sense, and driving measurable results.

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What's Included:

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CX Foundation Assessment

  • Process Blueprint analysis - mapping your current customer journey touchpoints

  • QA Infrastructure review and recommendations

  • System Infrastructure evaluation (CRM, helpdesk, integrations)

  • Training & Engagement gap analysis

  • AI & automation opportunity identification

  • Outsourcing strategy assessment

  • Workforce Management (WFM) optimization

 

Strategic Planning

  • RFP Process guidance for new systems or partners

  • Lean Six Sigma principles applied to eliminate waste and improve efficiency

  • Scalable framework design for future growth

  • Integration roadmap for AI and automation

 

Deliverable: A detailed transformation roadmap with prioritized recommendations, timelines, and ROI projections.

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Fractional Head of Customer Service

Not ready for a permanent Head of CX? I provide executive-level leadership on a flexible basis, giving you strategy, structure, and people development without the full-time cost.

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What You Get:

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Strategic Leadership

  • Monthly strategic planning and review sessions

  • Board-level reporting and KPI dashboard creation

  • Budget planning and resource allocation guidance

  • Vendor management and partner relationships

 

Operational Excellence

  • Process Blueprint implementation and optimization

  • QA Infrastructure setup and management

  • System Infrastructure improvements and integrations

  • AI & automation implementation strategy

  • WFM planning and optimization

 

Team Development

  • Leadership coaching for your existing team

  • Recruitment strategy and interview support

  • Training program development

  • Change management during transformation periods

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Leadership & Team Coaching

Workshops and one-to-one coaching that equip leaders and teams with the tools to navigate change, embrace empathy, and deliver scalable, customer-first service.

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Leadership Development Framework:

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Personal Leadership Foundation

  • Personal Boardroom - building your inner advisory team

  • Personal Brand building exercise - authentic leadership presence

  • Start with 'Why' - discovering and communicating your purpose

  • Stephen Covey's matrix - mastering important vs urgent prioritization

 

Change Management Mastery

  • Kotter's 8-Step Change Framework - leading transformation effectively

  • Kübler-Ross Change Curve - understanding and supporting people through transition

  • Building resilience and adaptability in uncertain times

 

Team Coaching Areas

  • Empathy-driven customer service delivery

  • Communication skills for difficult conversations

  • Conflict resolution and problem-solving

  • Performance coaching and feedback techniques

  • Building high-performing, collaborative teams

 

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Ready to Get Started?

Each engagement begins with a complimentary 30-minute discovery call to understand your specific challenges and determine the best approach for your business.

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