A sunny room with an open laptop on desk, near open notebook and cell phone

Memorable Moments, Scaled

Customer Experience Consulting for Online Retail

  • We help online retail brands maintain high standards in service throughout their growth journey

What We Do

The CX Coach has a proven record of helping organizations:

  • Build customer service functions from scratch

  • Restructure service teams for improved efficiency and often, improved employee experience

  • Increase agent productivity without losing customer connection

  • Implement processes and technologies, including AI solutions for smoother service operations

  • Evaluate and launch partnerships with experienced contact centers and vendors that are aligned with your brand mission and values

  • Lower overall service volume through data analysis and solution implementation, reducing need for contact

    All with your CSAT and Employee Experience in mind!

Customer Experience Consultant sitting on a chair with a laptop reviewing notes

  • "Kristen's clear vision and strategic thinking have guided us towards success, and her willingness to listen to ideas and feedback has created an inclusive and collaborative work environment."

    Joe Mack

Customer experience consultant standing against a brick wall inside an interior hallway

How We’re Different

  • Brands that only focus on efficiency in their service operations create negative customer and employee experiences. This leads to attrition on both sides - not very efficient.

    When you work with The CX Coach, there’s close attention to CSAT, NPS, and other KPIs to ensure all changes made maintain or improve positive sentiment!

  • The quality of your customer support is the second-most influential factor in whether or not a customer is loyal to your brand. That's why having agents who love what they do is important!

    At The CX Coach, I invest time in getting to know your team so we can create solutions that empower them to do their best work!

  • At The CX Coach, it's not all rhetoric!

    I can set up your Zendesk. I can create SOPs. I'll even answer some customer service tickets to fully understand how your service ops works.

    I don't mind getting my hands dirty. In fact, I prefer it.

  • As an Associate Certified Coach, I approach conversations with an open-mind, curiosity, and intent to understand your employees and your business.

    It's not uncommon for departmental change to generate some occasional fear, doubt, concern, or hesitation from some team members. Using coaching techniques, we're able to explore those sentiments as part of our discussions.

  • I might ask for your favorite color or Instacart your CX team ice cream. The CX Coach complements professionalism with a bit whimsicalness - because you need to have a little fun in CX!

  • "Not only have we witnessed a rise in customer satisfaction but also a customer-centric culture that will resonate with us long-term"

    Chen Bingxin

The Benefits of Scaling CX Efficiently

Keep Costs In Check

Grow a high-performing service team, implement effective processes, and own time-saving technologies, without seeing operational costs increase exponentially.

Improve Customer Satisfaction

Provide your customers with quicker response times, quicker resolution times, and more information from your autonomous service agents!

Increase Job Satisfaction

Give your agents the tools, documentation and permission they need to make your customers’ day, leading to a more rewarding employment experience.

Smiling Customer Experience Consultant against a wall with a laptop

Hi I’m Kristen

I have over 10 years of customer service leadership experience, the majority with growing direct-to-consumer, online retail brands.

Owning the CX function at organizations including Shokz and Made In Cookware, I’ve built service teams from scratch and scaled operations throughout growth stages.

Learn more about me.