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CSCX Consulting

Building your Customer Experience on target, on time, across your entire organization

At CSCX we believe that Customer Experience is not a department, it is an attitude. Being customer-centric means thinking about your customers in all departments in your organization so that you deliver your products and services with a full understanding of the value your customers require from you. Customer Experience is a differentiator in the market, and our role is to ensure you capitalize on the opportunities to engage with your customer: From the smallest details and the mundane everyday processes to the viral surprise and delight.

Our Services include:

About me

I am a Waterloo, Canada based leader in Customer Experience.  I’m passionate about ensuring smooth customer interactions with technical teams.  I have spent 25+ years in more than 30 countries working with customers of all sizes and learning the cultural needs and business demands that are expected.

Humans are essential to customer service. I have always believed that the best technologies augment an agent’s ability to provide the highest quality service. Technology is not there to replace humans, it is there to allow more customer focus on the inquiries that require it.

I strongly believe that most support and experience teams measure their success poorly and without customer value in mind. Current technologies and techniques can, with often minimal cost, enhance your teams’ capabilities, your overall vision of your customers’ true sentiment, and recognize trends as they happen and not as a trailing indicator. If you think your customer experience can use a boost, please grab 30 minutes of my time for free to chat about your needs.

My CX Tools

I hope to provide tools to help Support Leaders here. My first two are:

An Erlang Model Staffing Calculator

This simple model will allow you to upload a representative arrival pattern of tickets, then let you input forecasted volume and response numbers to tell you exactly when you need staff and how many at any given interval.

CX Tools Repository

This is a list of tools used by Customer Experience, Support, and Success teams to improve efficiency, insights, customer-centricity, knowledge capture, and many other use cases. It is a great start for an RFP or Tool purchase discussions.