Let’s fix your customer experience.
A customer experience consultancy run by people who’ve done the job. We fix support, journeys, tech and outsourcing for companies too small for a CX team and too big to wing it.
Pick your headache.
Most companies call us about one of these. It usually turns out to be tangled up with two of the others, which is why we do all of it rather than one slice.
Support costs are growing faster than revenue.
We tune staffing, QA and coaching until cost per contact comes down.
Customers leave and we’re guessing why.
We find out why they leave, straight from them, and turn it into fixes.
Everybody owns the customer, so nobody does.
Clear ownership, three priorities and a roadmap that fits on a page.
Something breaks between checkout and delivery.
We find where customers fall out, then rank the fixes by payoff.
Everyone says add AI. To what, exactly?
Where AI pays off in your support, where it backfires, and what to buy.
We should outsource. Or should we?
Whether to, where to and who with. Or how to fix the partner you have.
What happens after you call
No packages and no menu. Every company’s mess is its own, so every engagement is shaped to fit it.
A 15-minute call
You tell us what’s going on. We tell you honestly whether we can help, and if we can’t, who can.
A plan built around you
After the call we send a scope, timeline and price shaped to your company, with nothing you don’t need.
Then we get to work
We dig into your tickets, numbers, tools and journey, then fix what’s broken alongside your team.
Why people call us back
Most consultancies can describe a support operation. We have run them, and it shows in what we know, how fast we move and what we leave behind. Clients come back for one of these three reasons.
We’ve had your job
We spent our careers running customer experience inside operating companies, not advising from outside them. We’ve staffed the queues through peak season, picked the helpdesk, signed the outsourcing contract and explained the CSAT dip to the CEO.
Delivered in weeks, not quarters
Most projects wrap in four to eight weeks. There’s no three-month discovery phase and no ninety-slide readout, because nobody has to explain to us what a support queue is.
Tools your team will actually use
A strategy nobody opens is a very expensive PDF. Everything we hand over is built to be run by the team you already have: staffing models, QA scorecards, journey fixes ranked by payoff, tool shortlists with real prices. If it won’t change what someone does next week, it doesn’t ship.
The team leading rethinkCX revolutionized our contact center, delivering superior experiences, increased satisfaction, and streamlined costs.Jacqueline Poriadjian · former Chief Marketing Officer, Canada Goose
Who you’ll work with
Senior people, start to finish. Whoever scopes your project also delivers it, and every one of us has run customer experience from the inside before advising on it.
More about us
Edvin Cernov
Ran customer experience through two hypergrowth retail scale-ups. Cares about frontline teams, clean data and technology that actually helps.
Patrick Louis
Twenty years leading service and sales operations for global brands in Europe and North America. Cares about teams that own the outcome, not the script.
Not ready to talk? Get a score instead.
The CX Maturity Assessment is the diagnostic we run at the start of an engagement, turned into a free tool. Six dimensions, a score out of 100 and a 90-day plan. Five minutes, no email.
Free advice while you think it over
All articlesAI in CX: What Works and What's Theater
AI earns its keep on the agent side, long before the customer ever talks to it.
CSAT vs NPS vs CES: Why You Should Pick Just One
Running all three at once is how teams end up trusting none of them.
How Voice of Customer Analytics Actually Works
What the data has to look like first, who owns the action, and what platforms actually cost.
Tell us what’s broken.
Fifteen minutes, no pitch deck. You’ll leave with a straight read on where to start, whether or not you ever hire us.
Book a free 15-min call Rather write? hello@rethinkcx.com