Pick the Right CX Tech Stack. No Vendor Bias.
Vendor-neutral CX platform selection and implementation advisory. We do not resell software. We advise on what fits your operation.
The team behind rethinkCX has led CX atMejuri·Canada Goose·Lululemon·Tangerine·AIG·ING France·and more
Most CX technology decisions are made under pressure. A vendor books a demo, a platform gets championed internally, and the selection comes down to a trial and a price negotiation. The result is a stack of tools that were each sold individually but never designed to work together. Our advisory starts with your operational requirements and works backward to the tools, not the other way around. We run this playbook across financial services, healthcare, and ecommerce stacks.
What's included
CRM and contact center platform selection
Evaluate options across Salesforce, Zendesk, Genesys, NICE CXone, Freshdesk, and others. See our best customer service software review.
Omnichannel architecture
Design how voice, email, chat, social, and self-service channels connect into a unified omnichannel interaction model so customers never repeat themselves.
AI and automation advisory
Identify where AI in CX delivers real ROI versus where it creates friction. Chatbot deployment, intelligent routing, agent assist tools, and RPA each evaluated for your use case.
Analytics and reporting stack
Move from backwards-looking dashboards to real-time and predictive insight tools. Speech analytics, sentiment analysis, WFM platforms, and QA tooling.
Integration planning
Map the data flows between your CRM, telephony, analytics, and back-office systems. A unified customer view is an integration problem as much as a platform problem.
Vendor negotiation support
Leverage our platform expertise during procurement. We help you benchmark pricing, negotiate contract terms, and avoid common licensing traps that inflate costs post-implementation.
Neutral by design
What neutral CX technology advisory looks like
Most CX technology consultants are paid by the vendor they recommend. Here is how our selection process stays on your side of the table.
How we evaluate
- No commissions, referral fees, or reseller margins
- Use-case scoring, not feature-count bragging rights
- Integration paths mapped against your current stack
- Total cost including licenses, services, and integrations
- Contract benchmarks against real deal data
- Security, privacy, and regional compliance review
What you get
- Shortlist of 2 or 3 platforms with strengths and gaps
- Reference calls with comparable customers
- Implementation estimate with realistic timeline
- Change management plan for your ops team
- Success metrics and post-launch review points
- Vendor contract terms negotiated with real bite
Who this is for
CX technology consulting is a strong fit if you are evaluating a platform migration and need an independent perspective, running a tech stack that has grown through acquisitions and needs rationalization, deploying AI or automation and unsure which use cases to prioritize, or planning a contact center expansion that will require technology alignment between your team and a BPO partner.
Book a Free 15-Min ConsultationVendor-led vs neutral
Two ways to select a CX platform
A side-by-side look at a vendor-led selection versus a neutral advisory engagement, from shortlist to signed contract.
Demos from vendors on your radar
Shortlist built from your use cases
Vendor-supplied feature lists
Your jobs-to-be-done mapped to platforms
Answered by vendor pre-sales engineers
Independently assessed against your stack
List price minus a generic discount
Benchmark data on real, comparable deals
Reseller margins sit inside the quote
Fixed fee, no kickbacks or vendor paybacks
Vendor hand-off at SOW signing
Implementation governance included
How it works
Tech audit
Inventory of current tools, configuration, adoption rates, integration status, and annual cost.
Requirements
Concrete operational requirements: volume, channels, headcount, reporting, and integrations.
Vendor eval
Score shortlisted platforms against requirements. Demos, references, and pricing interpreted.
ROI model
Business case covering implementation, productivity, deflection, and three-year cost of ownership.
Roadmap
Phased plan prioritized by impact and risk. Quick wins first, foundational changes second.
Ready to talk?
15 minutes. No pitch. Just clarity on your next step.
Explore more
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Learn more →Frequently Asked Questions
What does vendor-neutral CX technology consulting mean?
Should we replace our current CRM or optimize what we have?
How do you evaluate CX tools?
Where does AI actually add value in CX, and where does it create problems?
What does a CX technology audit include?
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