CX/HOME

Every part of CX.Upgraded.

Strategy, operations, AI and technology for customer teams that want more than another transformation deck.

Book a CX/AUDIT Explore services
  • Practical
    strategy
  • Real-world
    execution
  • Measurable
    impact

Experience built inside customer operations at

The deck is
not the
upgrade.

Most CX transformation stops at the recommendations. We stay for the part that matters.

Redesigning the process, configuring the tools, coaching the team and proving the result in your own numbers. Consultancy thinking, delivered with the hands-on clarity of an operator.

How we work

CX/SERVICES

One connected
CX system.

Six ways in. Start with one, or combine them into a full upgrade of your customer operation.

CX/STRATEGY

Define. Focus. Accelerate.

Customer strategy and operating models built around what your customers need and what your team can realistically deliver.

  • CX strategy & roadmap
  • Operating model design
  • Voice of customer

CX/AI

Smarter service. Real outcomes.

AI integrated where it earns its place: automating the repetitive, assisting your agents and keeping a human in the loop.

  • AI agents & chatbots
  • Agent assist & knowledge
  • Automation mapping

CX/OPERATIONS

Efficient. Scalable. Human.

Process design and performance management that remove friction for customers and for the people serving them.

  • Process & journey redesign
  • Performance management
  • Quality frameworks

CX/WFM

Right people. Right time.

Workforce management, reporting and analytics that turn demand into a plan, and a plan into service your customers can feel.

  • Forecasting & capacity
  • Scheduling & real-time
  • Reporting & analytics

CX/TECH

Technology that works for people.

Getting more from the platforms you already pay for, and choosing the right ones when it is time to change.

  • Platform audit & optimisation
  • Helpdesk & CRM configuration
  • Integration roadmap

CX/BPO

Outsource with confidence.

Independent BPO advisory, from deciding whether to outsource to choosing a partner and governing the relationship.

  • Partner selection
  • Contracts & SLAs
  • Governance & review

CX/APPROACH

Insight / action / impact

  1. Insight

    We start in your data, your queues and your tools, not a workshop room. You get a clear picture of where effort, cost and customer frustration are really going.

  2. Action

    We redesign, configure and implement alongside your team, so change lands in the operation rather than in a slide nobody opens again.

  3. Impact

    We measure against the baseline set on day one, then hand over the reporting so your team can keep proving the value long after we leave.

CX/START-HERE

Start with a
CX/audit.

A focused review of your channels, tools, processes and data. You get a prioritised list of what to fix first, and what it is worth.

  • Contact drivers and demand
  • Tooling and automation readiness
  • Process, people and performance

Prefer email? hello@cxupgrade.co.uk