CX3 Strategy

I assist companies with revenues between $5M and $125M in uniting their entire workforce around enhancing customer experience, all without the need for a $300K+ salary, equity demands, or lengthy six-month executive searches. Many mid-market firms tackle customer experience (CX) using short-term fixes like hiring a customer service manager, acquiring software, or training support staff. However, these strategies often hit a wall. Exceptional CX is fundamentally a leadership challenge, rather than just additional tactics. As the founder of CX3 Strategy, I offer fractional CXO leadership based on a proven framework that combines four essential areas—Organizational Leadership, Customer Care Operations, Customer Success Management, and CX-Driven People Operations—into a cohesive system. In such integrated systems, the outcome is greater than the sum of its parts; for instance, 1+1 can yield 5. The CX3 Framework links leadership, workforce, and customer results into a high-performance ecosystem that leads to measurable improvements in Net Promoter Score (NPS), employee satisfaction (ePS), and earnings before interest, taxes, depreciation, and amortization (EBITDA), utilizing existing resources. Over the past 20 years, I have generated $165M in CX services across more than 100 deployments for clients like Walmart, Hasbro, Thermo Fisher, Callaway Golf, and Hitachi Consulting. I have built and scaled BPO organizations from inception to over 140 Full-Time Equivalents (FTEs), fulfilling three roles: a strategic business leader who managed P&L, a frontline CX executive developing solutions, and a culture architect fostering a unified team mission. While competitors relied on specialized experts, I outperformed larger, better-funded companies by mobilizing teams. I have now formalized this comprehensive system as CX3 Strategy, providing fractional CXO leadership to mid-market firms ready to surpass competitors that still focus on tactical approaches. I am currently looking for 2-3 initial clients to collaborate with me directly. Schedule a conversation here: https://calendly.com/ken-mcloughlin-cx3strategy/30min.